Junior Operations Support Agent

Description

Job Summary: We are seeking an Operations Support Agent to provide daily support for events and fixed venues, focusing on problem resolution and ensuring uninterrupted technological operations. Key Highlights: 1. Handle the receipt, triage, and resolution of operational support tickets. 2. Identify and resolve operational issues promptly. 3. Conduct direct communications with event organizers and managers of fixed venues. About the Role We are looking for an **Operations Support Agent** to serve as the primary point of contact for supporting our event and fixed venue operations. You will be the voice (and the solution) for day-to-day support requests, ensuring Zig’s technology and operations run seamlessly without interruption. We seek a proactive, solution-oriented individual with strong written and verbal communication skills who remains calm under pressure. If you enjoy solving real-time problems and want to understand the inner workings of major events and entertainment venues, this role is for you. Responsibilities and Duties * **Ticket Management:** Receive, triage, and resolve operational support tickets from events and fixed clients. * **Real-Time Support:** Promptly identify and resolve operational issues (hardware, software, or process-related). * **Customer Interface:** Conduct direct communications with event organizers and managers of fixed venues, maintaining clear and assertive communication. * **Configuration and Setup:** Assist in developing and verifying system setups to ensure alignment between theory and practice. * **Operational Logistics:** Support tracking of equipment and supplies required to meet service demands. * **Continuous Improvement:** Identify recurring bottlenecks in support tickets and propose process improvements. Requirements and Qualifications * Prior experience providing customer support via chat—B2B clients preferred. * Familiarity with CRM systems. * Experience with Zendesk, ClickUp, or similar tools is desirable. * Basic Excel proficiency. * Strong written and verbal communication skills for direct customer interaction. * Organizational skills and ability to prioritize multiple concurrent tasks. * Easy access to the South Zone, near Granja Julieta Station — Chácara Santo Antônio neighborhood. * Availability to work onsite from 11:00 AM to 8:00 PM, Wednesday through Sunday. * Prior experience with Zig technology is a plus. * Intermediate English and Spanish proficiency is a plus. **OUR BENEFITS AND PARTNERSHIPS:** * **Alice or Cassi Health Insurance** — no monthly premium deduction; 30% co-payment for consultations and basic exams. * **SulAmérica Dental Insurance** — no co-payment, ensuring top care for your smile. * **Birthday Day Off** — take time off during your birthday month, your way. * **Meal Voucher** — delivered via the flexible Swile card. * **Fluency Academy Partnership** — exceptional conditions for learning a new language. Actually, not one — **EIGHT LANGUAGES**. * **Cubos Academy Partnership** — free access to introductory content in Programming, Product Design, and Product Management. * **University Partnerships** — discounts to help you learn and grow. * **Cinemark Partnership** — special combo offers for movie nights at great prices. * **SESC Membership** * **Mobility Allowance** — deposited onto the flexible Swile card. * **Life Insurance**, per internal policy. * **Childcare Assistance** — for children up to 5 years old. * **Zig Baby Kit** — a lovely kit awaits our future parents and moms, specially designed for your Zigbaby. * **Zenklub** — a fully digital platform connecting you with mental health and wellness professionals. * **Wellhub** **(formerly Gympass) or TotalPass** — platforms offering access to numerous gyms and wellness apps. * **ZigCard** — nothing beats experiencing our product firsthand, right? For Ziggers, we offer a monthly R$50 bonus loaded onto the ZigCard for your use and enjoyment. And in your birthday month, **the bonus amount doubles!**