Technical Support Agent (Contract to Hire)

About Zipline

Do you want to change the world Zipline is on a mission to transform the way goods move. Our aim is to solve the worlds most urgent and complex access challenges by building manufacturing and operating the first instant delivery and logistics system that serves all humans equally wherever they are. From powering Rwandas national blood delivery network and Ghanas COVID-19 vaccine distribution to providing on-demand home delivery for Walmart to enabling healthcare providers to bring care directly to U.S. homes we are transforming the way things move for businesses governments and consumers. The technology is complex but the idea is simple: a teleportation service that delivers what you need when you need it. Through our technology that includes robotics and autonomy we are decarbonizing delivery decreasing road congestion and reducing fossil fuel consumption and air pollution while providing equitable access to billions of people and building a more resilient global supply chain.

Join Zipline and help us to make good on our promise to build an equitable and more resilient global supply chain for billions of people.

About the Role

We are looking for a proactive and technically-minded Technical Support Agent to join our growing team! In this role youll play a vital part in ensuring that our customers and partners receive timely accurate and empathetic supportespecially when it comes to troubleshooting hardware software and account-related issues.

As a key member of our technical support team youll resolve a variety of inquiries across phone email and chat channels. Youll work closely with cross-functional teams to escalate complex issues document resolutions and help continuously improve our products and systems through real-world feedback.

This full-time role is based onsite in Richardson Texas and reports to the Customer Support Lead.

What Youll Do

• Respond to customer and partner inquiries via phone email and chat delivering prompt accurate and technically sound assistance.
• Diagnose and troubleshoot hardware software and system issuesworking methodically to identify root causes and guide customers to resolution.
• Escalate critical or complex cases to engineering or specialist teams while ensuring detailed documentation and full closure with the customer. Learn and work to become the specialist to reduce escalations rates.
• Use internal knowledge bases and tools to provide solutions and contribute to ongoing documentation and process improvements.
• Maintain a high standard of empathy and professionalism in every interaction especially when handling frustrated or technically inexperienced users.
• Become an expert in our technology stackincluding product functionality backend systems and operational workflowsto provide deeper technical insight.
• Log all support interactions resolutions and system data in our CRM/ticketing platforms to ensure full traceability and support handoffs.
• Collaborate with support team members engineers and product managers to identify recurring issues inform product improvements and reduce future support volume.

What Youll Bring

• 2 years of experience in a technical support help desk or similar role supporting software hardware or integrated systems.
• Strong diagnostic and troubleshooting abilities across hardware software and account/system issues.
• Excellent verbal and written communication skills with a clear ability to explain technical concepts to a non-technical audience.
• Comfortable working with technical documentation APIs or internal dashboards to investigate and resolve issues.
• Experience with CRM and ticketing platforms (e.g. Zendesk Salesforce ServiceNow Intercom etc.).
• A calm customer-first mindset with a high degree of empathy and problem ownership.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Flexible availability including nights and weekends as needed.
• Bonus: Experience supporting IoT robotics or aviation systems software/cloud systems or interest in learning!

What Else You Need to Know

Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws or our own sensibilities.

We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit please apply!

Day in the Life of a Customer Support Agent at Zipline

As a Customer Support Agent at Zipline each day begins with a quick check-in to review the latest updates open tickets and any outstanding issues from the previous shift. Starting promptly youll jump into a queue of customer inquiries spanning phone email and chat each bringing a unique challenge. Some customers seek basic guidance while others need more complex support to troubleshoot hardware or delivery concerns. With every interaction youll draw on your growing expertise of Ziplines products and systems striving to provide accurate timely and empathetic solutions. When issues exceed your troubleshooting scope you escalate them to internal teams coordinating to provide customers with updates and final resolutions. Between cases you collaborate with fellow support agents and your team lead to discuss recurring challenges and brainstorm ways to improve the support experience. As the day winds down you make a final review of your resolved cases and open tickets ensuring each customer issue is appropriately documented and all inquiries are addressed.

A Week in the Life of a Customer Support Agent at Zipline

Over the course of a week your schedule as a Customer Support Agent at Zipline is dynamic and may involve flexible shifts including occasional late shifts weekends and holidays. Your responsibilities involve assisting a diverse range of customers from our partners at healthcare providers retail restaurants and those receiving deliveries. As the week progresses youll encounter and solve a variety of inquiries leveraging Ziplines knowledge base to provide reliable support. With every interaction youre building rapport and trust ensuring customers feel valued and heard. Regular team meetings with the US Customer Support Lead and other agents provide an opportunity to address complex cases share best practices and update processes as needed. These meetings are also where the team identifies potential improvements in Ziplines systems and the customer experience. By the end of the week youll have handled multiple cases from simple questions to intricate issues. Through all these interactions youre contributing to Ziplines broader mission of transforming access to goods and improving lives by providing best in class customer support.