About Company
Career.zycto isn’t just a workplace; it’s a launchpad for those passionate about solving technical puzzles and making a tangible difference for users worldwide. We empower our Technical Support Agents to be the frontline heroes, providing crucial assistance that keeps our innovative software running smoothly. Joining our remote team means embracing a culture of continuous learning, collaborative problem-solving, and direct impact, all from the comfort of your home. We value your expertise and commitment to customer satisfaction, offering a dynamic environment where your skills are recognized and developed.
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Job Description
Are you a problem-solver with a passion for technology and a commitment to exceptional customer service? Career.zycto is actively seeking a dedicated and enthusiastic Remote Technical Support Agent to join our growing team. In this pivotal role, you will be the first point of contact for our users, diagnosing and resolving a wide array of technical issues related to our cutting-edge software products. This is an incredible opportunity to work from the comfort of your home, contributing significantly to user satisfaction and our company’s reputation for reliability.
As a Remote Technical Support Agent, you will be instrumental in ensuring our customers have a seamless and positive experience. Your day-to-day will involve engaging with users through multiple channels—email, chat, and phone—to understand their challenges, provide clear and concise solutions, and escalate complex issues to senior support or engineering teams when necessary. We’re looking for someone who thrives on helping others, possesses an analytical mind, and can communicate technical concepts to non-technical individuals with ease and empathy. This role demands a proactive individual who can manage multiple support tickets simultaneously, prioritize effectively, and maintain a high level of professionalism in all interactions. You’ll be continually learning about new product features and updates, ensuring you remain an expert resource for our global user base. Embrace the flexibility and autonomy of remote work while being an integral part of a collaborative and supportive team dedicated to innovation and user success. Your expertise will directly impact our users’ ability to leverage our technology to its fullest potential, making you a vital asset to Career.zycto.
Key Responsibilities
- Provide first-line technical support to customers via phone, email, and live chat, resolving software-related issues.
- Diagnose and troubleshoot technical problems, guiding users through step-by-step solutions and workarounds.
- Document all interactions and resolutions accurately in the CRM system, maintaining detailed records of customer issues.
- Escalate complex or unresolved issues to the appropriate internal teams (e.g., Tier 2 support, engineering) for further investigation.
- Educate users on product features, best practices, and self-service resources to enhance their overall experience.
- Contribute to the creation and maintenance of internal knowledge base articles and customer-facing FAQs.
- Monitor and manage a queue of support tickets, ensuring timely responses and adherence to service level agreements (SLAs).
- Participate in ongoing training and professional development to stay current with product updates and industry best practices.
Required Skills
- 2+ years of experience in a technical support role, preferably with software products.
- Strong understanding of IT fundamentals, operating systems (Windows, macOS), and basic networking concepts.
- Excellent verbal and written communication skills with the ability to explain technical information clearly and patiently.
- Proven problem-solving abilities and a methodical approach to troubleshooting.
- Proficiency with CRM software and remote support tools.
- Ability to work independently and manage time effectively in a remote work environment.
- High-speed, reliable internet connection and a dedicated home office setup.
Preferred Qualifications
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience with SaaS platforms and cloud-based applications.
- Familiarity with ticketing systems like Zendesk, Salesforce Service Cloud, or Freshdesk.
- Prior experience working in a fully remote technical support capacity.
- Customer service certification or relevant industry certifications.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional growth and career advancement.
- Remote work flexibility and a supportive virtual team environment.
- Reimbursement for approved home office expenses.
- Access to a comprehensive learning and development platform.
How to Apply
Ready to be a part of a dynamic and innovative team? We encourage all qualified candidates to apply by clicking the application link below. Please ensure your resume highlights your relevant technical support experience and problem-solving skills. We look forward to reviewing your application!
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