About Company
Ready to redefine your career from the comfort of your home? Career.zycto is a forward-thinking organization at the forefront of remote innovation, dedicated to fostering an environment where talent thrives irrespective of location. We empower our teams with cutting-edge tools and unwavering support, ensuring seamless collaboration and professional growth. Join us and discover a culture built on trust, flexibility, and a shared commitment to excellence. We believe that empowering our remote workforce leads to unparalleled customer satisfaction and a truly dynamic work-life balance for our Technical Support professionals.
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Job Description
This role as a Technical Support Specialist at Career.zycto offers a unique opportunity to deliver exceptional technical assistance to our global clientele from the comfort and convenience of your home in Sentosa Island, Singapore. We’re seeking a proactive, empathetic, and highly skilled individual who thrives in a remote-first environment and is passionate about solving complex technical challenges.
As a cornerstone of our customer success team, you will be the first point of contact for users experiencing technical difficulties with our innovative software solutions. Your days will be dynamic, involving troubleshooting, diagnosing issues, and guiding users through resolutions via various channels, including email, chat, and phone. This isn’t just about fixing problems; it’s about building trust, enhancing user experience, and representing Career.zycto’s commitment to excellence with every interaction.
Working remotely means you’ll have the autonomy to manage your schedule effectively while remaining an integral part of a collaborative virtual team. We leverage the latest communication and support tools to ensure you’re always connected and supported by your colleagues and leadership. You’ll receive comprehensive training on our products and processes, ensuring you’re fully equipped to tackle any challenge. Career.zycto values continuous learning and offers pathways for professional development, allowing you to deepen your expertise and advance your career within our growing organization.
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If you’re an independent problem-solver with a knack for clear communication and a desire to contribute to a vibrant, global team without the daily commute, this “Work from Home” role is tailor-made for you. We are looking for someone who takes initiative, adapts quickly to new technologies, and possesses a strong analytical mindset. Come be a part of a company that truly understands and supports the remote work model, providing you with the tools, training, and trust you need to succeed. Your contributions will directly impact our users’ satisfaction and our company’s reputation for outstanding support.
Key Responsibilities
- Provide first-line technical support to customers via email, chat, and phone, resolving issues promptly and efficiently.
- Diagnose and troubleshoot hardware and software problems, escalating complex issues to higher-tier support teams when necessary.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Guide users through step-by-step solutions and provide clear, concise instructions.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
- Collaborate with product development and engineering teams to identify and resolve recurring issues.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
- Stay up-to-date with new product releases, features, and troubleshooting techniques.
- Adhere to service level agreements (SLAs) and internal support procedures.
- Proactively identify opportunities for process improvement to enhance customer support efficiency.
Required Skills
- Proven experience in a technical support role, preferably in a remote setting.
- Excellent written and verbal communication skills in English.
- Strong problem-solving and analytical abilities.
- Proficiency with various operating systems (Windows, macOS, Linux) and common software applications.
- Familiarity with remote diagnostic tools and support software.
- Ability to work independently and manage time effectively in a home-based environment.
- Exceptional customer service orientation and empathy.
- Solid understanding of network fundamentals (TCP/IP, DNS, VPN).
- High-speed, reliable internet connection and a dedicated quiet workspace.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Relevant industry certifications (e.g., CompTIA A+, ITIL Foundation).
- Experience with specific CRM software (e.g., Salesforce Service Cloud, Zendesk).
- Familiarity with cloud-based services and SaaS applications.
- Ability to communicate in additional regional languages (e.g., Malay, Mandarin).
- Prior experience in a global support team.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health and wellness benefits.
- Flexible work schedule and genuine work-life balance.
- Remote work stipend for home office setup and utilities.
- Generous paid time off and public holidays.
- Opportunities for professional development and continuous learning.
- Virtual team-building activities and social events.
- Supportive and collaborative remote-first company culture.
- Employee assistance program.
How to Apply
Ready to make a significant impact from your home office? We encourage all qualified candidates to apply. Please click on the application link below to submit your resume and cover letter directly. We look forward to reviewing your application!
