About Company
Seeking a dynamic work environment where your customer service skills truly shine? Career.zycto is a forward-thinking organization dedicated to connecting talented individuals with impactful roles, fostering growth, and embracing modern work solutions. We pride ourselves on creating opportunities that empower our team members to thrive professionally and personally. For a Customer Service Associate – Remote Helpdesk, Career.zycto offers unparalleled flexibility, robust support systems, and a commitment to ensuring you have the resources to excel from anywhere. Join us and discover a career that values your contribution and well-being.
Job Description
Are you passionate about helping people resolve technical issues with a friendly, patient, and professional demeanor? Career.zycto is looking for a dedicated and enthusiastic Customer Service Associate to join our remote helpdesk team. In this pivotal role, you will be the first point of contact for our clients, providing essential technical support and ensuring a seamless customer experience from the comfort of your home office in Kelowna, British Columbia. This is more than just answering calls; it’s about being a problem-solver, a guide, and a brand ambassador. You will be instrumental in diagnosing issues, guiding users through solutions, and escalating complex problems when necessary, all while maintaining our high standards of service excellence. We are committed to fostering a supportive and collaborative remote environment where your contributions are valued, and your professional development is encouraged. If you thrive in a fast-paced setting, possess excellent communication skills, and have a knack for simplifying technical jargon, we invite you to apply and become a vital part of our growing team.
Key Responsibilities
- Provide first-level technical support and customer service via phone, email, and chat for various software and hardware issues.
- Diagnose and troubleshoot technical problems efficiently, guiding users through step-by-step solutions.
- Document all customer interactions, technical issues, and resolutions accurately in our CRM system.
- Escalate unresolved issues to appropriate internal teams or senior technicians when necessary, ensuring timely follow-up.
- Maintain a comprehensive knowledge base of common issues and solutions to improve resolution times.
- Educate customers on product features and best practices to enhance their overall experience.
- Actively participate in ongoing training and development programs to stay current with product updates and support tools.
Required Skills
- Minimum 1 year of experience in a customer service or helpdesk role.
- Proficiency in basic computer hardware, software, and networking concepts.
- Exceptional verbal and written communication skills with a clear and empathetic tone.
- Strong problem-solving abilities and critical thinking skills.
- Ability to multitask, prioritize, and manage time effectively in a remote setting.
- Comfortable working independently while also collaborating with a virtual team.
- High-speed internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Post-secondary education in Information Technology, Computer Science, or a related field.
- Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Familiarity with remote desktop software and collaboration tools (e.g., Microsoft Teams, Zoom).
- ITIL Foundation certification or similar customer support certifications.
- Previous experience in a remote work environment.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision benefits package.
- Generous paid time off and holiday schedule.
- Opportunities for professional development and career advancement.
- Flexible remote work environment, promoting work-life balance.
- Access to modern tools and technology to facilitate remote work.
- Supportive and collaborative team culture with virtual team-building events.
How to Apply
Ready to launch your remote customer service career with Career.zycto? Click on the application link below to submit your resume and cover letter. We look forward to reviewing your application and exploring how your skills can contribute to our team.
