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About careerzynith
careerzynith is a leading technology consulting firm headquartered in New York with a vibrant network of offices across the United States and seven locations worldwide. We partner with forward‑thinking organizations to deliver innovative digital solutions, ranging from mobile applications to enterprise‑grade platforms. Our multicultural teams collaborate across time zones, blending deep technical expertise with a client‑first mindset. At careerzynith, every employee is empowered to make an impact, grow professionally, and help our clients achieve seamless project delivery.
Why This Role Matters
As a Live Chat Support Agent you will be the first line of defense for users of a high‑traffic mobile application. Your ability to diagnose, troubleshoot, and resolve issues in real time will directly influence user satisfaction, retention, and the overall reputation of our client’s product. This is a remote‑first position, but you must be a resident of Colorado, ensuring compliance with state‑specific regulations and enabling you to work from any location within the state.
Position Overview
Title: Live Chat Support Agent (Remote – Colorado)
Location: Denver, CO – Remote (Colorado residents only)
Duration: 8 months with possible extensions
Work Schedule: 3‑week training (Mon‑Fri, 9 AM‑6 PM) followed by a permanent schedule (Tue‑Sat, 9 AM‑6 PM)
Key Responsibilities
- Provide Tier I technical support via live chat for a mobile application used on both iOS and Android platforms.
- Diagnose, reproduce, and document issues reported by end‑users, ensuring clear and concise communication.
- Escalate complex problems to Tier II/III teams while maintaining ownership of the ticket until resolution.
- Install, configure, and verify client software on supported devices following standardized procedures.
- Utilize Incident Management processes to log tickets accurately in the designated tracking system (e.g., Jira).
- Collaborate with cross‑functional teams—including development, QA, and product management—to share insights and improve the application’s stability.
- Maintain up‑to‑date knowledge of mobile operating system updates, app store policies, and emerging diagnostic tools.
- Participate in daily stand‑ups and sprint reviews, contributing to continuous improvement initiatives.
- Adhere to careerzynith’s security and data‑privacy standards, ensuring all user information is handled responsibly.
Essential Qualifications
- Minimum of one (1) year of professional experience providing technical support for mobile applications, or a related occupational field.
- Associate’s degree (or higher) in Computer Science, Information Systems, Cybersecurity, or a comparable technical discipline.
- Demonstrated ability to troubleshoot iOS and Android environments, including familiarity with app installation, device pairing, and log extraction.
- Strong written communication skills, essential for delivering clear, empathetic, and solution‑focused chat interactions.
- Ability to work independently in a remote setting while maintaining high productivity and meeting service‑level agreements (SLAs).
Preferred Qualifications & Desirable Experience
- Hands‑on experience with Jira or similar ticketing systems.
- ITIL certification or familiarity with ITIL best practices.
- Exposure to Agile and Scrum methodologies, including participation in sprint ceremonies.
- Previous work supporting government or public‑sector clients, understanding of compliance requirements.
- Experience publishing or supporting applications on the Apple App Store and Google Play Store.
- Proficiency with diagnostic tools (e.g., Charles Proxy, Android Debug Bridge, Xcode Instruments) and a broad knowledge of diverse mobile device makes and models.
Core Skills & Competencies
- Customer‑Centric Mindset: Ability to listen actively, empathize, and resolve issues quickly.
- Technical Acumen: Solid grasp of mobile operating systems, networking basics, and app lifecycle.
- Problem‑Solving: Logical approach to reproducing bugs and identifying root causes.
- Communication: Clear, concise, and professional written communication; ability to translate technical jargon into layperson terms.
- Time Management: Efficient handling of multiple concurrent chat sessions while adhering to response‑time targets.
- Team Collaboration: Comfortable sharing knowledge with peers and contributing to a supportive remote culture.
- Adaptability: Willingness to learn new tools, processes, and product updates in a fast‑changing environment.
Career Growth & Learning Opportunities
careerzynith invests heavily in employee development. As a Live Chat Support Agent, you will have access to:
- Structured onboarding and three weeks of intensive training covering careerzynith’s tools, processes, and the specific mobile application you’ll support.
- Mentorship from senior support engineers and product specialists who will guide you toward Tier II or Tier III roles.
- Certification sponsorship for ITIL, Agile, or relevant mobile‑technology credentials.
- Regular knowledge‑sharing sessions, webinars, and internal hackathons that encourage innovation.
- Clear pathways to transition into roles such as Mobile QA Analyst, Technical Support Engineer, or Product Operations Manager within careerzynith.
Compensation, Perks & Benefits
While specific salary figures are not disclosed publicly, careerzynith offers a competitive compensation package that includes:
- Base salary aligned with market rates for remote Colorado talent.
- Performance‑based bonuses tied to customer satisfaction and ticket resolution metrics.
- Comprehensive health, dental, and vision coverage.
- Retirement savings plan with employer matching contributions.
- Generous paid time off (PTO) and holiday schedule.
- Remote‑work stipend covering home‑office equipment, high‑speed internet, and ergonomic accessories.
- Access to a learning budget for courses, certifications, and conferences.
- Employee assistance program (EAP) and mental‑health resources.
Work Environment & Culture at careerzynith
careerzynith fosters a collaborative, inclusive, and innovative culture. Our remote teams stay connected through daily video stand‑ups, virtual coffee chats, and quarterly in‑person meet‑ups (when possible). We celebrate diversity, encourage open dialogue, and recognize achievements through a structured rewards program. Employees are empowered to take ownership of their projects, propose process improvements, and contribute ideas that shape the future of our client solutions.
Application Process
If you are passionate about technology, thrive in a fast‑paced support environment, and meet the Colorado residency requirement, we want to hear from you. To apply, click the link below, submit your resume, and include a brief cover letter highlighting your relevant experience and why you’re excited to join careerzynith.
Join careerzynith Today
Become a vital part of a global consulting powerhouse that values your expertise, supports your growth, and rewards your dedication. Take the next step in your career and help our clients deliver flawless mobile experiences—one chat at a time.
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