IT Support (Partner Support Assistant) - ZR_27033_JOB

Job Description

This is a remote position.

We are seeking a proactive and customer-focused IT Support Specialist (Partner Support Assistant) to provide first-line technical support to our global surf community, partners, and internal users. This role is critical in ensuring a smooth user experience on our platform—resolving technical issues, guiding users through features, and escalating more complex matters when necessary.

The ideal candidate will have clear and neutral spoken English, excellent communication skills, and a genuine interest in tourism and surfing. You will act as the first point of contact for partners and customers, helping them navigate the platform and contributing ideas for continuous improvement.

Key Responsibilities

• Serve as the first point of contact for partners and users seeking technical assistance via phone, email, or ticketing system.
• Help users navigate platform features and provide guidance to improve overall user experience.
• Troubleshoot and resolve Level 1 issues related to logins, access, connectivity, and general platform use.
• Provide support for basic hardware, software, and standard applications (e.g., MS Office Suite, email, collaboration tools).
• Assist users with account setup, password resets, and access permissions.
• Escalate complex issues to the Development or higher-level IT support teams when necessary.
• Document issues, solutions, and follow-up actions in the IT ticketing system and knowledge base.
• Assist with system testing and feedback during platform updates.
• Support IT onboarding for new employees or partners, including equipment setup and orientation.
• Contribute proactive ideas for improving platform usability and partner experience.

Qualifications & Requirements

Core Competencies

Independent Contractor Perks

ZR_27033_JOB

Requirements