About Company
Joining Career.zycto means stepping into a dynamic environment where your expertise in technical problem-solving truly shines. We are a forward-thinking organization dedicated to delivering exceptional service and support to our diverse clientele. Our team thrives on collaboration, continuous learning, and a shared passion for technology, making it the perfect launchpad for a driven Technical Support Representative. Here, you’ll be empowered to make a direct impact, grow your skills with cutting-edge tools, and contribute to a culture that values innovation and customer satisfaction above all. Discover a place where your career can flourish.
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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 actively seeking a highly motivated and customer-focused Technical Support Representative to join our rapidly growing team in Dubai. This is an exciting opportunity for an individual ready to hit the ground running, providing immediate, high-quality technical assistance to our valued customers.
As a Technical Support Representative, you will be the first point of contact for users experiencing technical issues, acting as a crucial link between our products/services and user satisfaction. Your primary goal will be to diagnose, troubleshoot, and resolve complex technical problems efficiently and effectively, ensuring a seamless experience for every customer. We’re looking for someone who thrives in a fast-paced environment, can manage multiple priorities, and possesses excellent communication skills, both written and verbal, to articulate technical solutions in an easy-to-understand manner.
This role demands a keen analytical mind, a methodical approach to problem-solving, and the ability to remain calm and professional under pressure. You will be instrumental in maintaining our reputation for outstanding customer service, contributing directly to our clients’ success and our company’s growth. If you are eager to leverage your technical skills to make a tangible impact from day one and are committed to continuous learning and professional development, then Career.zycto is the place for you. We offer a supportive team culture, opportunities for advancement, and the chance to work with cutting-edge technologies. Embark on a rewarding career path where your contributions are recognized and celebrated, right here in the vibrant heart of Dubai.
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Key Responsibilities
- Provide first-line technical support to customers via phone, email, and chat, resolving issues related to hardware, software, and network connectivity.
- Diagnose and troubleshoot complex technical problems, identifying root causes and implementing effective solutions.
- Escalate unresolved issues to higher-tier support teams or specialists when necessary, ensuring proper handover and follow-up.
- Document all customer interactions, technical issues, and resolutions accurately and thoroughly in our CRM system.
- Guide customers through step-by-step solutions and provide clear instructions on product usage and troubleshooting techniques.
- Maintain a high level of customer satisfaction by providing professional, courteous, and timely support.
- Contribute to the knowledge base by creating and updating articles, FAQs, and troubleshooting guides.
- Stay updated with new products, services, and technologies to effectively support evolving customer needs.
- Collaborate with internal teams, including development and product management, to address recurring issues and improve product quality.
- Participate in ongoing training and development programs to enhance technical skills and product knowledge.
Required Skills
- Minimum 1.5 years (18 months) of proven experience in a technical support role.
- Strong understanding of operating systems (Windows, macOS), office suites, and common network protocols.
- Excellent problem-solving and analytical skills with a methodical approach.
- Exceptional verbal and written communication skills in English.
- Ability to articulate technical information to non-technical users clearly and concisely.
- Proficiency in using CRM software and ticketing systems.
- Customer-centric attitude with a strong commitment to service excellence.
- Ability to work effectively in a fast-paced, dynamic environment.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience with remote desktop support tools.
- Familiarity with cloud-based applications and SaaS environments.
- Knowledge of ITIL best practices.
- Fluency in Arabic or another additional language is a plus.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance package.
- Opportunities for professional development and continuous learning.
- Vibrant and inclusive work culture.
- Modern office facilities located on Sheikh Zayed Road.
- Employee wellness programs.
- Regular team-building activities and social events.
- Paid annual leave and public holidays.
How to Apply
Eager to make an immediate impact? We invite qualified candidates to submit their application by clicking the link below. Please ensure your resume highlights your relevant technical support experience and your passion for customer service. We look forward to reviewing your profile and potentially welcoming you to the Career.zycto team!
