About Company
Pioneering innovative solutions, Career.zycto stands at the forefront of technological advancement, empowering businesses and individuals through robust digital infrastructure. We’re a dynamic team driven by a shared passion for excellence and a commitment to customer success. As a Technical Support Analyst, you’ll find a collaborative environment where your problem-solving skills are valued, and your growth is actively fostered. Join us in shaping the future of tech support, making a tangible impact on our diverse client base from anywhere.
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Job Description
Career.zycto is seeking a dedicated and experienced Remote Technical Support Analyst to join our expanding team. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional technical assistance and problem resolution from your home office. We are looking for an individual who thrives on solving complex technical challenges, possesses a keen eye for detail, and demonstrates an unwavering commitment to customer satisfaction. This fully remote position offers the flexibility to work from Palmerston, Darwin, while being an integral part of a forward-thinking global team.
As a Technical Support Analyst, you will be responsible for diagnosing, troubleshooting, and resolving a wide array of technical issues related to our proprietary software, hardware, and network systems. Your day-to-day will involve interacting with users via phone, email, and chat, guiding them through steps to resolve issues, and ensuring a seamless experience with our products and services. You will meticulously document all support interactions and resolutions in our CRM system, contributing to our knowledge base and improving overall support efficiency. We expect you to go beyond reactive support, actively identifying recurring issues and contributing insights that can lead to proactive solutions and product enhancements. This role demands strong communication skills, a proactive approach to learning new technologies, and the ability to work independently while collaborating effectively with internal teams like engineering and product development. If you are passionate about technology, dedicated to customer success, and excel in a remote work environment, we encourage you to apply and help us maintain our reputation for outstanding technical support.
Key Responsibilities
- Provide first-line technical support to customers via phone, email, and chat, diagnosing and resolving hardware, software, and network issues.
- Document all customer interactions, technical issues, and resolutions accurately in the CRM system, contributing to an evolving knowledge base.
- Escalate complex or unresolved issues to senior support engineers or relevant internal departments, ensuring timely resolution and follow-up.
- Guide users through step-by-step solutions, including remote assistance and clear instructions for troubleshooting and configuration.
- Proactively identify trends in technical issues to suggest improvements to products, services, and support processes.
- Maintain a high level of customer satisfaction by providing professional, courteous, and efficient support.
- Participate in ongoing training and professional development to stay current with product updates and industry best practices.
Required Skills
- Minimum 2 years of experience in a technical support role, preferably in a remote capacity.
- Strong understanding of Windows and macOS operating systems, network protocols (TCP/IP, DNS), and common office applications.
- Proven ability to diagnose and troubleshoot technical issues systematically and effectively.
- Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly.
- Experience with CRM software (e.g., Salesforce, Zendesk) and IT service management tools.
- Self-motivated, organized, and capable of managing multiple priorities in a fast-paced remote environment.
Preferred Qualifications
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional).
- Experience with cloud-based platforms (AWS, Azure, Google Cloud).
- Familiarity with scripting languages (e.g., PowerShell, Bash) for basic automation.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
Perks & Benefits
- Flexible remote work environment.
- Competitive salary and performance bonuses.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and continuous learning.
- Generous paid time off and holidays.
- A supportive and collaborative team culture.
- Home office setup allowance.
How to Apply
Ready to make a significant impact from the comfort of your home in Palmerston, Darwin? Join Career.zycto and become a vital part of our customer success journey. To apply for this exciting Technical Support Analyst – Remote position, please click on the application link below.
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