About Company
Joining Career.zycto means becoming part of a dynamic team dedicated to connecting talent with innovative opportunities across Jamaica. We specialize in identifying roles where individuals can truly thrive and contribute from day one. For an aspiring Digital Product Support Assistant, this environment offers unparalleled hands-on learning, mentorship, and exposure to cutting-edge digital solutions. Here, your enthusiasm for technology and problem-solving will be nurtured, providing a solid foundation for a rewarding career in product support and beyond. We champion growth, encouraging every team member to develop their skills and make a tangible impact on client success.
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Job Description
Are you passionate about technology and eager to kickstart your career in a dynamic support role? Career.zycto is seeking a highly motivated and enthusiastic Digital Product Support Assistant to join our growing team in Manor Park, Kingston. This entry-level position is perfect for individuals who are keen learners, possess excellent communication skills, and have a foundational understanding of digital products.
As a Digital Product Support Assistant, you will be the first point of contact for users encountering questions or minor technical challenges with various digital products. Your primary goal will be to provide exceptional customer service, guiding users through troubleshooting steps, explaining product features clearly, and ensuring their experience is seamless and positive. You’ll be instrumental in collecting user feedback, identifying common issues, and escalating more complex problems to senior support specialists or development teams.
This role offers a fantastic opportunity to gain hands-on experience in a fast-paced technology environment. You’ll work closely with experienced professionals, learning the intricacies of product functionality, effective problem-solving methodologies, and best practices in customer support. We are looking for someone who is not afraid to ask questions, has a strong desire to learn, and is committed to delivering outstanding support. If you’re ready to dive into the world of digital products and help users make the most of their tools, we encourage you to apply and grow with us at Career.zycto. This position will provide you with the foundational skills and real-world experience needed to build a successful career in the tech industry.
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Key Responsibilities
- Respond promptly and professionally to customer inquiries and support requests via email, chat, and phone.
- Provide clear, concise, and step-by-step guidance to users for troubleshooting common issues with digital products.
- Assist users in navigating product features and understanding their functionalities.
- Accurately document all support interactions, resolutions, and escalated issues in our ticketing system.
- Collaborate with senior support staff and product development teams to resolve complex technical problems and contribute to product improvements.
- Contribute to the creation and maintenance of a comprehensive knowledge base, including FAQs and user guides.
- Monitor user feedback channels and report emerging issues or trends.
- Continuously learn about new product updates and features to provide informed support.
- Maintain a high level of customer satisfaction through empathetic and effective communication.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong problem-solving and analytical abilities.
- Basic understanding of digital products, web applications, or mobile apps.
- Proficiency with standard office software (e.g., Microsoft Office Suite, Google Workspace).
- Customer-centric attitude with a genuine desire to help others.
- Ability to learn new technologies and processes quickly.
- Detail-oriented with strong organizational skills.
- Ability to work independently and as part of a collaborative team.
Preferred Qualifications
- Associate's Degree or certification in Information Technology, Computer Science, or a related field.
- Previous experience in a customer service, help desk, or technical support role (internships or volunteer work included).
- Familiarity with customer relationship management (CRM) software or ticketing systems.
- Knowledge of basic networking concepts or software troubleshooting techniques.
Perks & Benefits
- Competitive entry-level salary.
- Comprehensive health and wellness benefits package.
- Robust ongoing training and professional development programs.
- Dedicated mentorship program for career growth.
- Clear pathways for advancement within the company.
- Vibrant, inclusive, and supportive team culture.
- Paid time off and holidays.
- Access to the latest tools and technologies.
How to Apply
Interested candidates are invited to submit their resume and a cover letter detailing their interest in the Digital Product Support Assistant role and relevant skills. Please click on the application link below to apply for this job.
