About Company
Are you a problem-solver with a passion for technology and helping others? Career.zycto empowers individuals to excel in dynamic professional landscapes. We’re not just a company; we’re a launchpad for talent, connecting bright minds with opportunities that drive innovation and customer satisfaction. Join a forward-thinking team where your expertise in technical support will be valued, nurtured, and directly contribute to our commitment to operational excellence. Here, you’ll find a collaborative environment where continuous learning is encouraged, and your impact on client success is tangible every single day. Thrive with us!
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Job Description
Career.zycto is on the lookout for a highly motivated and customer-centric Technical Support Agent to join our vibrant team in London. This hybrid role offers the flexibility of working from home combined with essential in-office collaboration, fostering a balanced and productive environment. As a Technical Support Agent, you will be the first point of contact for our users, providing crucial technical assistance and exceptional customer service across various platforms. You’ll be instrumental in diagnosing and resolving technical issues, guiding users through troubleshooting steps, and ensuring their experience with our products and services is seamless and positive.
This isn’t just about fixing problems; it’s about building relationships and trust. You will delve into the intricacies of our systems, documenting solutions, and contributing to a knowledge base that empowers both customers and colleagues. We’re looking for someone who thrives in a fast-paced environment, possesses an innate curiosity for technology, and demonstrates an unwavering commitment to user satisfaction. If you are passionate about simplifying complex technical concepts, enjoy a challenge, and are eager to grow your skills within a supportive and innovative company, then this opportunity at Career.zycto is for you. We believe in investing in our people, providing comprehensive training, and offering clear pathways for career progression. You’ll have the chance to work with cutting-edge tools and contribute directly to the efficiency and reputation of our service delivery. Join a team where your technical prowess and dedication to helping others will genuinely make a difference.
Key Responsibilities
- Provide first-line technical support to users via phone, email, and chat, resolving issues efficiently and courteously.
- Diagnose and troubleshoot hardware, software, and network connectivity problems, escalating complex issues to senior support staff when necessary.
- Document all support interactions, resolutions, and technical procedures accurately within the ticketing system and knowledge base.
- Guide users through step-by-step solutions, ensuring a clear understanding and positive experience.
- Collaborate with internal teams to identify trends, report recurring issues, and contribute to continuous service improvement.
- Maintain up-to-date knowledge of our products, services, and support tools to provide effective assistance.
- Adhere to service level agreements (SLAs) and ensure high levels of customer satisfaction.
Required Skills
- Proven experience in a technical support or helpdesk role, ideally with 2+ years of experience.
- Strong understanding of operating systems (Windows, macOS), common software applications, and basic networking concepts.
- Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Demonstrated customer service orientation and a genuine desire to assist others.
- Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work effectively both independently and as part of a collaborative team in a hybrid environment.
Preferred Qualifications
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation).
- Experience with cloud-based applications and SaaS products.
- Familiarity with scripting languages or basic database queries.
- A degree or diploma in Information Technology, Computer Science, or a related field.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous paid time off and public holidays.
- Comprehensive health and wellness benefits package.
- Opportunities for professional development and continuous learning.
- A dynamic hybrid work model balancing remote flexibility with in-office collaboration.
- Vibrant and inclusive company culture with regular team-building events.
- Access to the latest technology and tools to support your work.
How to Apply
Ready to make an impact? Click the application link below to submit your CV and cover letter, outlining your relevant experience and why you’re the ideal candidate for this role.
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