About Company
Are you passionate about empowering users through technology? Career.zycto is rapidly expanding our reach, dedicated to delivering seamless digital experiences across Kenya. We believe exceptional technical support is the backbone of client satisfaction and operational efficiency. Here, your problem-solving skills and empathetic communication will directly contribute to our mission of connecting communities and businesses. Join a dynamic, remote-first team where your growth is nurtured, and your contributions are valued in shaping a more connected future. We’re building a vibrant culture where innovation meets impact, right from Machakos County.
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Job Description
Are you a problem-solver with a passion for technology and a knack for helping people? Career.zycto is on the lookout for a dedicated and skilled Technical Support Remote Help professional to join our growing team. This is an exciting opportunity to work from the comfort of your home in Machakos, playing a crucial role in ensuring our clients receive top-tier technical assistance and support.
At Career.zycto, we understand that reliable technical support is the cornerstone of customer satisfaction and operational success. As a Technical Support Remote Help specialist, you will be the first point of contact for users experiencing technical issues, ranging from software glitches and network connectivity problems to hardware troubleshooting and general system inquiries. Your primary mission will be to diagnose, troubleshoot, and resolve these issues efficiently and effectively, ensuring minimal disruption to our users’ productivity.
We are committed to fostering a supportive and collaborative remote work environment. You will be equipped with the necessary tools and resources to excel in your role, including access to comprehensive knowledge bases, remote diagnostic software, and a team of experienced professionals ready to assist when needed. Beyond just solving problems, you’ll be instrumental in educating users, guiding them through processes, and providing proactive advice to prevent future issues. This role requires not only strong technical acumen but also exceptional communication skills, patience, and a genuine desire to provide outstanding customer service.
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You will be expected to maintain detailed records of support interactions, document solutions, and contribute to our growing knowledge base to enhance team efficiency and user self-service capabilities. Your analytical skills will be vital in identifying recurring issues and suggesting improvements to our products and services. If you thrive in a dynamic, fast-paced setting where every day brings new challenges and opportunities to make a real impact, then Career.zycto is the place for you. We value initiative, continuous learning, and a proactive approach to problem-solving. Join us in our mission to empower users through seamless technological experiences, contributing directly to our reputation for excellence from your base in Machakos.
Key Responsibilities
- Provide first-level technical support via phone, email, and chat for software, hardware, and network-related issues.
- Diagnose, troubleshoot, and resolve technical problems with a focus on quick and efficient resolution.
- Escalate complex issues to senior support staff or relevant departments when necessary, ensuring timely follow-up.
- Document all support interactions, resolutions, and troubleshooting steps accurately in our ticketing system.
- Contribute to the development and maintenance of our internal knowledge base and customer-facing FAQs.
- Educate users on best practices, software functionalities, and preventative measures to minimize future issues.
- Proactively monitor system performance and identify potential problems before they impact users.
- Maintain a high level of customer satisfaction through professional, courteous, and effective communication.
Required Skills
- Proven experience in a technical support or help desk role.
- Strong understanding of operating systems (Windows, macOS), common software applications, and basic networking principles.
- Excellent problem-solving and analytical skills.
- Exceptional verbal and written communication skills in English.
- Ability to work independently and manage time effectively in a remote environment.
- Patience, empathy, and a strong customer-service orientation.
- Familiarity with remote desktop support tools.
Preferred Qualifications
- Associate's degree or certification in Information Technology, Computer Science, or a related field.
- Experience with CRM or ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
- Basic knowledge of cloud services (e.g., Google Workspace, Microsoft 365).
- Familiarity with ITIL framework concepts.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health benefits package.
- Generous paid time off and holidays.
- Opportunities for professional development and continuous learning.
- Flexible remote work environment.
- Access to the latest tools and technologies.
- Supportive and collaborative team culture.
How to Apply
Interested candidates are encouraged to submit their application by clicking the link below. Please ensure your resume highlights your technical support experience and relevant skills.
