About Company
Empowering professionals through connection, Career.zycto is a dynamic force dedicated to linking talent with opportunity across various sectors. We pride ourselves on fostering environments where innovation thrives and problem-solvers excel. For a Remote Technical Troubleshooting Support Rep, Career.zycto offers a flexible yet structured setting where your diagnostic skills and customer-centric approach will be highly valued. Join a forward-thinking platform that understands the importance of a supportive virtual workspace, enabling you to deliver exceptional service from anywhere in Matabeleland North and beyond, contributing directly to client success and satisfaction.
Advertisement
Job Description
As a Remote Technical Troubleshooting Support Rep with Career.zycto, you will be the front-line hero for users experiencing technical difficulties, working entirely from the comfort and convenience of your home in Matabeleland North Province, Zimbabwe. This pivotal role requires a keen analytical mind, exceptional problem-solving abilities, and a customer-first attitude. You will be responsible for diagnosing and resolving a wide array of technical issues, ranging from software malfunctions and hardware queries to network connectivity problems and system errors. Your day will involve actively listening to user descriptions of problems, asking pertinent questions to gather critical information, and meticulously walking them through step-by-step solutions.
This isn’t just about fixing issues; it’s about providing a reassuring and expert presence that instills confidence. You’ll utilize various communication channels, including phone, email, and live chat, ensuring clear, concise, and empathetic interactions. We are looking for someone who can translate complex technical jargon into easily understandable language for non-technical users, making the troubleshooting process as smooth and stress-free as possible. You will document all support interactions and resolutions accurately, contributing to a robust knowledge base that aids continuous improvement.
Working remotely demands self-discipline, excellent time management, and the ability to maintain focus in a home office environment. You’ll be part of a virtual team, collaborating with colleagues and supervisors through digital tools, sharing insights, and escalating complex issues when necessary. Career.zycto is committed to equipping you with the necessary tools, training, and ongoing support to excel in this remote capacity. If you’re passionate about technology, dedicated to customer satisfaction, and thrive in an independent yet connected work setting, this opportunity offers a chance to make a real impact while enjoying the flexibility of remote work. We believe in empowering our team members to grow professionally and personally, fostering an environment where your skills are recognized and developed.
Advertisement
Key Responsibilities
- Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to requests for technical assistance via phone, email, and live chat, ensuring timely and effective resolutions.
- Diagnose and troubleshoot technical hardware and software issues efficiently and accurately.
- Guide users through step-by-step solutions, employing remote desktop control where necessary.
- Document all support interactions, including problems encountered, steps taken, and solutions provided, in the ticketing system.
- Identify and escalate priority issues to the appropriate internal teams for advanced support.
- Maintain a high level of customer satisfaction through professional and courteous interactions.
- Stay up-to-date with system information, changes, and updates to provide the most current support.
- Collaborate with team members and contribute to the development of troubleshooting guides and FAQs.
- Proactively identify trends in technical issues and suggest preventative measures.
Required Skills
- Proven experience in a remote technical support or helpdesk role.
- Strong knowledge of operating systems (Windows, macOS, basic Linux).
- Proficiency in diagnosing and resolving common software and hardware issues.
- Excellent verbal and written communication skills in English.
- Ability to explain technical concepts to non-technical users clearly and patiently.
- Exceptional problem-solving and analytical abilities.
- Reliable high-speed internet connection and a dedicated quiet workspace.
- Strong organizational and time management skills.
- Familiarity with remote support software and ticketing systems.
Preferred Qualifications
- Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation).
- Experience with network troubleshooting (TCP/IP, Wi-Fi connectivity).
- Familiarity with cloud-based applications and services.
- A diploma or degree in Information Technology, Computer Science, or a related field.
- Fluency in an additional local language (e.g., Ndebele, Shona).
Perks & Benefits
- Competitive salary with performance incentives.
- Flexible remote work environment, saving commute time and costs.
- Comprehensive health and wellness benefits package.
- Opportunities for professional development and continuous learning.
- Access to advanced remote support tools and technologies.
- Supportive virtual team culture with regular check-ins and collaboration.
- Paid time off and public holidays.
- Contribution towards home office setup (e.g., ergonomic accessories).
How to Apply
We invite highly motivated and customer-focused individuals to join our growing remote team. If you meet the qualifications and are eager to contribute your technical expertise from Matabeleland North, we encourage you to apply. Please click on the application link below to submit your detailed resume and a cover letter outlining your experience and why you are the ideal candidate for this remote role.
