About Company
Are you driven to make a tangible difference for job seekers and employers alike? Career.zycto empowers individuals and organizations through innovative career solutions and exceptional service. We believe that outstanding support is the cornerstone of success, fostering seamless interactions and building lasting trust. Join our vibrant team where your problem-solving skills and dedication will directly contribute to connecting talent with opportunity, all while enjoying a collaborative and forward-thinking environment designed for your growth. We’re committed to revolutionizing how people find their next great role.
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Job Description
This role calls for an empathetic, highly organized, and technically proficient individual who excels at providing outstanding online assistance during crucial evening hours. As an Online Support Staff member at Career.zycto, you will be the frontline ambassador for our brand, the critical first point of contact for our diverse user base. This includes both job seekers navigating our innovative platform to find their next career move and employers seeking seamless talent acquisition solutions. Your primary objective will be to ensure a smooth, positive, and exceptionally efficient experience for all users by promptly and effectively resolving inquiries, expertly troubleshooting technical issues, and patiently guiding them through our comprehensive suite of services.
The evening shift specifically addresses our users who are often engaging with our platform outside of traditional business hours, requiring a keen understanding of their unique needs, challenges, and time constraints. You will adeptly handle a wide range of support requests via live chat, email, and potentially social media channels, covering everything from intricate account management and detailed profile optimization to critical job application assistance and comprehensive explanations of basic platform functionalities. We are specifically looking for someone who can articulate complex information clearly, concisely, and with unwavering patience, always maintaining a professional, friendly, and reassuring demeanor, even when navigating high-pressure situations or dealing with frustrated users.
Beyond reactive support, you’ll also play a significantly proactive role in identifying recurring issues, spotting trends in user feedback, and contributing invaluable insights to our product and development teams. Your direct observations from countless user interactions are paramount for the continuous improvement and evolution of our platform and services. This position offers a fantastic opportunity to work within a dynamic, fast-paced, and tech-driven environment, contributing directly to user satisfaction, retention, and the overall success of Career.zycto’s mission to connect talent with opportunity. You’ll be joining a supportive team that values collaborative problem-solving, continuous learning, personal development, and an unwavering commitment to operational excellence. If you are passionate about helping others achieve their career goals, possess strong digital communication skills, thrive in an autonomous yet connected work setting, and are eager to make a tangible impact during evening hours, we strongly encourage you to apply. Your ability to transform challenges into positive experiences will be highly valued here.
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Key Responsibilities
- Provide prompt and professional online support to users via chat, email, and ticketing systems during evening hours.
- Troubleshoot and resolve technical issues related to platform functionality, account access, and user profiles.
- Guide users through features, best practices, and application processes on the Career.zycto platform.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Identify and escalate complex issues to senior support staff or relevant departments as needed.
- Collect user feedback and identify recurring issues to contribute to product and service improvement.
- Maintain a high level of product knowledge and stay updated on new features and updates.
- Ensure adherence to company policies and service level agreements (SLAs).
Required Skills
- Excellent written communication skills with impeccable grammar and spelling.
- Proven ability to empathize with users and provide patient, clear, and concise support.
- Strong problem-solving and troubleshooting abilities, especially with web-based applications.
- Proficiency with online communication tools (e.g., live chat, email, ticketing systems).
- Ability to work independently and manage time effectively in a hybrid setting.
- Availability to work consistent evening shifts.
- Basic understanding of career services or online recruitment platforms.
Preferred Qualifications
- Experience with CRM software (e.g., Salesforce, Zendesk, HubSpot).
- Familiarity with various operating systems and web browsers.
- Previous experience in a customer service or technical support role for a SaaS product.
- Associate's or Bachelor's degree in a relevant field (e.g., Communications, IT, Business).
- Experience in the HR tech or recruitment industry.
Perks & Benefits
- Competitive hourly wage with evening shift differential.
- Flexible hybrid work model for optimal work-life balance.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- Opportunities for professional development and career growth.
- Access to cutting-edge tools and technologies.
- Supportive and collaborative team environment.
- Employee assistance program.
How to Apply
Ready to empower careers and make a difference? We encourage all qualified candidates to apply by clicking the secure link below. Please ensure your resume is up-to-date and highlights your experience in online support and evening availability. We look forward to reviewing your application!
