About Company
At Career.zycto, we believe in empowering our customers through seamless technology experiences. As a dynamic and rapidly growing firm, we specialize in providing innovative platform solutions that transform how businesses operate. We foster a collaborative environment where every team member’s contribution is valued, especially those on the front lines of customer support. Join us and play a pivotal role in maintaining our high standards of service, directly impacting user satisfaction and product success. We’re not just building products; we’re building relationships and careers.
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Job Description
Are you a problem-solver with a passion for technology and a dedication to delivering exceptional customer service? Career.zycto is seeking a highly motivated and customer-focused Help Desk Agent to join our growing team in Lenzie, Glasgow. In this pivotal role, you will be the first point of contact for our valued customers, providing crucial technical support and guidance for our cutting-edge platform solutions. You’ll be instrumental in ensuring our users have a smooth, efficient, and positive experience, directly contributing to their success and our reputation for excellence.
This isn’t just about troubleshooting; it’s about connecting with people, understanding their needs, and empowering them to leverage our platform to its fullest potential. You’ll handle a diverse range of inquiries, from basic how-to questions and account management to more complex technical issues, all while maintaining a calm, professional, and empathetic demeanor. We’re looking for someone who thrives in a fast-paced environment, can quickly adapt to new challenges, and has an insatiable curiosity for learning new technologies. You will play a crucial role in diagnosing issues, escalating them when necessary, and communicating solutions clearly and concisely. If you’re eager to build a career where your technical skills meet your passion for helping others, Career.zycto offers a vibrant, supportive, and growth-oriented environment where your contributions truly make a difference.
Key Responsibilities
- Provide first-line technical support to customers via phone, email, and chat regarding our platform’s features, functionalities, and potential issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently and effectively, escalating complex issues to senior support engineers or relevant departments when required.
- Document all customer interactions, technical issues, and resolutions accurately in our CRM system.
- Guide customers through self-help resources and provide training on platform usage.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
- Monitor system performance and report any widespread issues or outages to the appropriate teams.
- Maintain a high level of customer satisfaction through professional, courteous, and timely communication.
- Collaborate with product development and QA teams to provide feedback on recurring issues and potential improvements.
- Adhere strictly to service level agreements (SLAs) for response and resolution times.
Required Skills
- Minimum of 1 year of experience in a customer service or help desk role, preferably in a technology-driven environment.
- Strong technical aptitude and ability to quickly learn new software and systems.
- Excellent verbal and written communication skills with a clear and professional tone.
- Proven problem-solving abilities and a methodical approach to troubleshooting.
- Proficiency with common operating systems (Windows, macOS) and web browsers.
- Familiarity with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and as part of a team in a dynamic environment.
- Exceptional patience, empathy, and a customer-first mindset.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience with SaaS platforms or cloud-based solutions.
- Basic understanding of networking concepts (TCP/IP, DNS) and APIs.
- ITIL Foundation certification or similar service management certifications.
- Experience with remote support tools and methodologies.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and public holidays.
- Opportunities for professional development and career advancement.
- Ongoing training and access to industry certifications.
- A vibrant and collaborative work environment.
- Company-sponsored social events and team-building activities.
- Pension scheme contributions.
How to Apply
Ready to make an impact? Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you’re passionate about customer support. We look forward to reviewing your application!
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