About Company
Seeking to kickstart your career in digital products? Career.zycto offers a dynamic launchpad where fresh talent thrives. We empower businesses to innovate and excel through cutting-edge digital solutions, fostering a collaborative environment that values curiosity and growth. Here, as a Digital Product Support Assistant, you’ll find dedicated mentorship, opportunities to learn diverse platforms, and the chance to make a real impact from day one. Join a team passionate about user success and discover your potential in a supportive, forward-thinking setting that prioritizes your development.
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Job Description
As a Digital Product Support Assistant at Career.zycto, you will be the front-line hero ensuring our digital products empower users seamlessly. This entry-level role is perfect for a tech-savvy individual with a passion for problem-solving and a desire to contribute to a vibrant tech ecosystem. You’ll play a crucial part in our mission to deliver exceptional user experiences, working closely with product and engineering teams to identify, troubleshoot, and resolve technical issues. Your day-to-day will involve assisting users with queries via various channels – email, chat, and potentially phone – guiding them through product features, and gathering valuable feedback that directly influences product improvements and future development cycles.
We’re not just looking for someone to answer calls or emails; we’re seeking a proactive learner eager to understand the intricacies of various digital platforms and client needs. You’ll be immersed in a fast-paced, collaborative environment, gaining hands-on experience with diverse technologies and honing your communication, analytical, and technical troubleshooting skills. This position offers an unparalleled opportunity to grow within the digital product space, providing a foundational understanding of customer success methodologies, technical support best practices, and the overall product lifecycle management. You’ll become an expert in our evolving product suite, capable of translating complex technical information into clear, actionable advice and solutions for our diverse user base.
Career.zycto prides itself on fostering a culture of continuous learning and support. You’ll receive comprehensive, structured training on our products, internal systems, and customer service tools, equipping you with the knowledge and resources needed to excel. Beyond just resolving immediate issues, you will actively contribute to our internal and external knowledge bases, suggest process improvements for enhanced efficiency, and help maintain the high standards of service our users expect. If you are a natural communicator, possess a keen eye for detail, are excited by the prospect of helping users unlock the full potential of digital innovation, and are ready to embark on a rewarding career journey, then this is the perfect opportunity to launch your career with a supportive and forward-thinking company. Join us and be a pivotal part of shaping user success in the digital realm.
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Key Responsibilities
- Provide first-line technical support to users via email, chat, and potentially phone, resolving product-related queries and issues.
- Guide users through product features and functionalities, ensuring a smooth and positive user experience.
- Diagnose and troubleshoot technical problems, escalating complex issues to senior support staff or engineering teams when necessary.
- Document customer interactions, technical issues, and resolutions accurately in our CRM system.
- Contribute to the creation and maintenance of internal and external knowledge base articles and FAQs.
- Gather user feedback and communicate insights to product development teams for continuous improvement.
- Monitor product performance and identify recurring issues or trends to proactively address user needs.
- Participate in training sessions to stay updated on new product features and enhancements.
Required Skills
- Excellent written and verbal communication skills in English.
- Strong problem-solving and analytical abilities.
- Basic understanding of digital products and web technologies.
- Proficiency with common office software (e.g., Google Workspace, Microsoft Office).
- Ability to learn new software and systems quickly.
- Customer-centric mindset with a passion for helping others.
- Ability to work independently and as part of a team.
Preferred Qualifications
- Prior experience in a customer service or support role (even non-tech related).
- Familiarity with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Exposure to SaaS products or web applications.
- A diploma or degree in IT, Business, Communications, or a related field.
- Basic understanding of technical troubleshooting methodologies.
Perks & Benefits
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career growth.
- Mentorship programs for entry-level employees.
- Dynamic and collaborative work environment.
- Team-building activities and social events.
- Modern office facilities in a prime location with easy access to public transport.
- Employee recognition programs.
How to Apply
If you are excited to kickstart your career in digital product support and join a company that values innovation and growth, we encourage you to apply! Please click on the application link below to submit your resume and a brief cover letter outlining your interest in this role and why you’d be a great fit for Career.zycto. We look forward to reviewing your application!
