About Company
Career.zycto is a dynamic and forward-thinking technology solutions provider dedicated to empowering businesses through innovative digital services. We believe in fostering a collaborative remote culture where every team member feels valued and supported. For a Technical Support Representative, this means access to cutting-edge tools, continuous learning opportunities, and the autonomy to make a significant impact from wherever you are. Join us in building a future where technology is seamless and universally accessible, driven by exceptional client support.
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Job Description
Are you a problem-solver with a passion for technology and a knack for helping others achieve seamless digital experiences? Career.zycto is seeking a dedicated, proactive, and empathetic Technical Support Representative to join our fully remote team. In this pivotal role, you’ll be the first point of contact for our valued clients, guiding them through technical challenges, providing expert solutions, and ensuring their continuous satisfaction with our innovative products and services. While this is a fully remote position, candidates residing in or near the Mountain Brook, Birmingham area are encouraged to apply, aligning with our broader operational footprint and community engagement initiatives, and potentially offering future hybrid options or team meetups if geographical proximity allows.
As a Remote Technical Support Representative, you will utilize your expertise to diagnose, troubleshoot, and resolve a wide array of technical issues, ranging from intricate software configuration problems and system compatibility conflicts to network connectivity disruptions and user account management, all performed efficiently and effectively from the comfort of your home office. We pride ourselves on delivering not just solutions, but truly exceptional customer service. Therefore, your ability to communicate complex technical information clearly, patiently, and in an engaging manner to users of all technical proficiencies will be absolutely crucial. This role demands a high degree of independence, strong organizational skills to manage a diverse workload, and a proactive commitment to continuous learning as our technology landscape constantly evolves.
At Career.zycto, we deeply value our team members and believe in investing significantly in their professional growth and well-being. You’ll receive comprehensive, ongoing training on our proprietary systems, cutting-edge tools, and emerging solutions, ensuring you have all the resources and knowledge necessary to not only succeed but excel in your role. Beyond the technical training, you’ll also be part of a supportive, collaborative virtual environment, regularly engaging with a team of seasoned professionals dedicated to collective success and innovation. If you’re looking for a challenging yet incredibly rewarding role where your technical acumen and customer service skills can truly make a tangible difference, and you consistently thrive in a dynamic remote work setting, we strongly encourage you to apply. Become a key player in our client success story, contributing directly to our mission of technological excellence and user empowerment. This is more than just a support role; it’s an exceptional opportunity to shape client experiences and contribute significantly to the growth of a leading-edge tech company.
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Key Responsibilities
- Provide prompt, professional, and accurate remote technical support to clients via phone, email, and chat for hardware, software, and network-related issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently, escalating complex or unresolved issues to senior support engineers when necessary.
- Document all support interactions, resolutions, and relevant details accurately and thoroughly in our customer relationship management (CRM) and ticketing systems.
- Guide users through step-by-step solutions and workarounds, ensuring a clear understanding of the resolution process and preventing future occurrences.
- Stay current with product updates, technical changes, and industry best practices to maintain a high level of expertise and provide informed support.
- Contribute to the knowledge base by creating and updating technical documentation, FAQs, and self-help articles.
- Collaborate effectively with internal teams, including product development and quality assurance, to provide valuable client feedback and improve product functionality and user experience.
Required Skills
- Minimum of 2 years of proven experience in a technical support role, preferably in a remote environment.
- Strong understanding of Windows and macOS operating systems, including advanced troubleshooting and configuration.
- Proficiency with common networking concepts (TCP/IP, Wi-Fi, VPN, DNS) and strong ability to troubleshoot connectivity issues.
- Exceptional verbal and written communication skills with the ability to explain complex technical information clearly and patiently to non-technical users.
- Demonstrated strong problem-solving abilities, analytical thinking, and attention to detail.
- Extensive experience with customer relationship management (CRM) and ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Desk).
- Proven ability to work independently, manage time effectively, prioritize tasks, and maintain productivity in a remote work setting.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a closely related technical field.
- Relevant IT certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified Professional).
- Experience supporting cloud-based applications or Software-as-a-Service (SaaS) products.
- Familiarity with remote desktop support tools and diagnostic software.
- A track record of consistently exceeding customer satisfaction targets and key performance indicators.
- Experience with basic scripting or automation tools.
Perks & Benefits
- Competitive salary and attractive performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans for you and your family.
- Generous paid time off, including holidays, vacation, and sick leave, promoting work-life balance.
- Robust 401(k) retirement plan with company matching to support your financial future.
- Extensive opportunities for professional development, certification reimbursement, and continuous learning.
- Flexible and fully remote work environment, offering the autonomy you need.
- Employee assistance program for personal and professional support.
- Dedicated budget for home office setup enhancements and monthly internet reimbursement.
- Virtual team-building events and company-wide social gatherings.
How to Apply
Ready to make a significant impact with your technical prowess and customer-centric approach? We invite you to join Career.zycto’s innovative and supportive remote team. Please click on the application link below to submit your resume and a tailored cover letter. In your cover letter, tell us why you’re the ideal candidate for this remote Technical Support Representative role and how your skills align with our mission.
