Zing Dev

About the Company

Zing is a Twilio Gold Partner. We are dedicated to enabling organisations to deliver an extraordinary customer experience through the power of their Twilio services. Built to Build: we work with Twilio’s cloud communications platform to bring all your conversations into one place, optimise workflows and give your agents the tools they need to provide amazing service. From helping organisations move their communications to the cloud to implementing an omnichannel communications strategy, our team brings an agile methodology, advanced Twilio expertise and 100% commitment. Headquartered in the UK and backed by Maven Capital Partners, Zing works with businesses and not-for-profits in the UK and across the Globe.

Listed Jobs

Company Name

Zing Dev

Job Title

Support Analyst

Job Description

**Job Title** Support Analyst **Role Summary** Serve as the first point of contact for customer support tickets, investigate and triage technical issues, collaborate with development teams to expedite resolutions, and maintain accurate, clear documentation while continuously improving support processes. **Expectations** - Minimum 2‑3 years of technical support or customer success experience. - Strong customer‑centric communication skills, able to explain technical details in non‑technical terms. - Self‑starter with an investigative mindset and ability to learn new systems quickly. - Comfortable managing multiple tickets concurrently and working during a 24×7 support rota. **Key Responsibilities** - Receive and prioritize inbound support requests via ticketing system, email, chat, or phone. - Conduct root‑cause analysis, replicate issues, and gather relevant information. - Escalate bugs or feature requests to development, track fix life cycles, and validate fixes with customers. - Provide regular updates to customers on status, next steps, and expected timelines or workarounds. - Maintain and expand knowledge‑base articles, FAQs, and internal playbooks. - Onboard new customers’ Twilio implementations, integrations, and workflows. - Participate in customer service reviews and continuous‑improvement initiatives. - Report support metrics (volume, resolution time, backlog, CSAT) to the Customer Success Manager. **Required Skills** - Excellent written and verbal communication, tailored to technical and non‑technical audiences. - Proven experience in technical support or customer success environments. - Strong organizational and time‑management abilities; priority setting. - Comfortable cross‑functional collaboration with development and other teams. - Ability to learn new systems, workflows, and integrations rapidly. **Desirable Skills** - Familiarity with Twilio, especially Twilio Flex, and other cloud communication/contact centre platforms. - Basic coding knowledge (JavaScript, Node.js, or similar). - Understanding of CRM, webchat, voice, WhatsApp integrations, and Salesforce ticketing systems. **Required Education & Certifications** - Bachelor's degree in Computer Science, Information Technology, or related field *or* equivalent professional experience. - Twilio or other cloud communications certifications are desirable but not mandatory.

London, United kingdom

On site

Junior

05-01-2026