About Company
Career.zycto isn’t just a workplace; it’s a launchpad for technical minds eager to make an impact. We empower our team to solve real-world problems, constantly innovating in customer support and technical solutions across diverse industries. Here, a Technical Support Representative finds a vibrant community dedicated to excellence, learning, and professional growth. Join us and discover an environment where your skills are sharpened, your ideas are valued, and your career trajectory is limitless. We thrive on helping our clients succeed, and that commitment begins with our talented people.
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Job Description
Are you a proactive problem-solver with a passion for technology and helping others? Career.zycto is seeking a dedicated and enthusiastic Technical Support Representative to join our dynamic team in Al Yarmook, Sharjah. This is an exciting opportunity for someone ready to hit the ground running, providing exceptional technical assistance and support to our valued clients from day one. In this role, you will be the first point of contact for users experiencing technical issues, guiding them through troubleshooting steps, resolving complex problems, and ensuring a seamless experience.
As a Technical Support Representative, you will play a crucial part in maintaining our high standards of customer satisfaction. You’ll work with a variety of software applications and hardware, diagnosing issues remotely and, occasionally, requiring deeper investigation. We’re looking for an individual who is not only technically proficient but also possesses excellent communication skills, empathy, and patience. You’ll document all interactions and resolutions accurately, contribute to our knowledge base, and collaborate with senior technical teams to escalate unresolved issues. This role offers a stimulating environment where continuous learning is encouraged, and your contributions directly impact our operational efficiency and client loyalty. If you thrive in a fast-paced setting, enjoy tackling new challenges, and are eager to grow your technical expertise, Career.zycto is the place for you. We provide comprehensive training and ongoing support to ensure your success.
Key Responsibilities
- Provide first-line technical support to clients via phone, email, and chat, addressing hardware, software, and network-related issues.
- Diagnose and resolve technical problems efficiently, guiding users through step-by-step solutions.
- Escalate complex or unresolved issues to appropriate senior technical staff or management.
- Document all support interactions, resolutions, and troubleshooting steps accurately in our CRM system.
- Maintain a comprehensive knowledge base with updated solutions, FAQs, and technical guides.
- Educate users on product features, best practices, and preventive measures.
- Monitor system performance and identify potential issues before they impact users.
- Collaborate effectively with other team members and departments to ensure client satisfaction.
- Participate in ongoing training and professional development to stay current with technology trends.
- Contribute to continuous improvement initiatives for support processes and client experience.
Required Skills
- Proficiency in Windows and macOS operating systems
- Strong understanding of network fundamentals (TCP/IP, DNS, DHCP)
- Experience with common software applications (e.g., Microsoft Office Suite, web browsers)
- Excellent problem-solving and analytical skills
- Exceptional verbal and written communication skills in English
- Customer-centric approach with a strong sense of empathy and patience
- Ability to work independently and as part of a team
Preferred Qualifications
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP)
- Familiarity with remote desktop software and helpdesk ticketing systems
- Experience with cloud services (e.g., AWS, Azure, Google Cloud)
- Knowledge of mobile operating systems (iOS, Android)
- Bilingual proficiency in Arabic is a plus
Perks & Benefits
- Competitive salary and performance-based bonuses
- Comprehensive health insurance package
- Paid annual leave and public holidays
- Professional development and training opportunities
- Modern and collaborative office environment
- Employee wellness programs
- Team-building activities and social events
- Opportunities for career advancement within the company
How to Apply
If you are a motivated individual with a passion for technical support and customer service, we encourage you to apply! Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application.
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