About Company
Are you driven by a passion for solving technical puzzles and helping people? Career.zycto offers a dynamic and supportive remote environment perfect for a dedicated Technical Support Assistant. We believe in empowering our team members, fostering continuous learning, and celebrating every success. Joining us means becoming part of a forward-thinking organization that values clear communication and innovative solutions. You’ll find a culture that champions collaboration, provides ample opportunities for skill development, and genuinely appreciates your commitment to exceptional user experience. Discover a place where your expertise makes a real difference, all from the comfort of your home.
Job Description
Career.zycto is on the lookout for a highly motivated and empathetic Remote Technical Support Assistant to join our growing team. This is an exciting opportunity for an individual with a strong aptitude for technology and a genuine desire to assist users with their technical challenges. As a crucial first point of contact, you will play a vital role in ensuring our customers receive prompt, effective, and friendly support for a variety of software and hardware issues. This fully remote position offers the flexibility to work from your home office in Seward, Alaska, while connecting with a diverse team dedicated to excellence and innovation.
In this role, you will be responsible for diagnosing and resolving technical problems, guiding users through step-by-step solutions, and escalating complex issues to senior support specialists when necessary. Your day-to-day will involve utilizing ticketing systems, knowledge bases, and remote diagnostic tools to provide top-notch service. We’re not just looking for someone who can fix problems; we’re seeking a team member who can communicate technical information clearly and patiently to users of all technical proficiencies, turning potentially frustrating situations into positive experiences. Empathy, active listening, and a proactive approach to problem-solving are paramount to success in this role. You will be instrumental in maintaining high customer satisfaction levels and contributing directly to our company’s reputation for exceptional service.
Beyond daily troubleshooting, you will contribute to improving our support processes by meticulously documenting common issues, updating FAQs, and providing constructive feedback to product development teams. This proactive engagement helps us continuously refine our products and services, making a tangible impact. This position is ideal for someone who is eager to learn new technologies, adapt to evolving systems, and grow within a supportive environment that prioritizes professional development. We offer ongoing training and access to resources to ensure you stay ahead in the fast-paced world of technology. If you thrive in an autonomous yet collaborative setting, are meticulous in your work, and possess an unwavering commitment to customer satisfaction, we encourage you to apply. Join Career.zycto and help us build a reputation for outstanding technical support, one successful interaction at a time, making a difference from Seward, Alaska.
Key Responsibilities
- Provide first-level technical support via phone, email, and chat for software and hardware issues.
- Diagnose and troubleshoot technical problems, guiding users through solutions remotely.
- Document all support interactions, resolutions, and relevant details accurately in the ticketing system.
- Escalate complex or unresolved issues to appropriate senior technical staff.
- Maintain a high level of customer satisfaction through professional and courteous communication.
- Contribute to the development and maintenance of our knowledge base and FAQ resources.
- Educate users on product features and best practices to prevent recurring issues.
- Collaborate with other support team members and departments to improve overall service quality.
- Monitor and manage support ticket queues to ensure timely responses and resolutions.
Required Skills
- Excellent verbal and written communication skills.
- Proven experience in a technical support or customer service role.
- Strong problem-solving and analytical abilities.
- Proficiency with Windows and macOS operating systems.
- Familiarity with common office software suites (e.g., Microsoft Office 365, Google Workspace).
- Basic understanding of network fundamentals (TCP/IP, Wi-Fi).
- Ability to work independently and manage time effectively in a remote environment.
- Empathy and patience when dealing with diverse user technical proficiencies.
Preferred Qualifications
- Associate's degree or technical certification in IT, Computer Science, or a related field.
- Experience with specific ticketing systems (e.g., Zendesk, ServiceNow).
- Knowledge of remote desktop software (e.g., TeamViewer, AnyDesk).
- Experience supporting cloud-based applications.
- A+ or other relevant IT certifications.
- Basic understanding of cybersecurity best practices.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off (PTO) and holidays.
- Flexible remote work environment.
- Opportunities for professional development and continuous learning.
- 401(k) retirement plan with company match.
- Employee assistance program.
- Access to cutting-edge tools and technologies.
How to Apply
To apply for this exciting Remote Technical Support Assistant position, please click on the application link below. Ensure your resume highlights your relevant experience, technical skills, and commitment to customer satisfaction. We look forward to reviewing your application!
