About Company
Are you driven by a desire to help others and master technical challenges? At Career.zycto, we believe that exceptional support is the backbone of client success and innovation. We’re a dynamic tech firm operating from the vibrant Mission District, committed to fostering a collaborative and growth-oriented environment. For a Technical Support Assistant, this means a unique opportunity to directly impact user experience, continuously learn cutting-edge tools, and grow your career within a supportive team that values your analytical prowess and dedication to service excellence.
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Job Description
Join Career.zycto, a forward-thinking technology company rooted in the innovative spirit of San Francisco’s Mission District, as a Technical Support Assistant. This is a crucial hybrid role, offering you the best of both worlds: the camaraderie and direct collaboration of in-office work combined with the flexibility of remote contributions. As a vital member of our support team, you will be the first point of contact for our users, delivering unparalleled technical assistance and ensuring their seamless experience with our products and services.
We are looking for a proactive, empathetic, and technically adept individual who thrives on solving problems and empowering users. In this role, you will diagnose and resolve technical issues, guide users through troubleshooting steps, and contribute to a knowledge base that helps our entire community. Your day will involve interacting with users via multiple channels – phone, email, and chat – requiring excellent communication skills and a patient approach. You’ll work closely with senior technical staff and product development teams, providing valuable feedback that influences product improvements and bug fixes. This isn’t just about fixing problems; it’s about building relationships and being a trusted advisor.
At Career.zycto, we are deeply committed to professional development. We provide extensive training on our proprietary systems and encourage continuous learning in emerging technologies. You’ll have the opportunity to expand your technical skill set, tackle diverse challenges, and potentially grow into more specialized technical roles within the company. Our hybrid model ensures you have dedicated time in our stimulating Mission District office for team meetings, collaborative projects, and mentorship, balanced with the autonomy and focus that remote work provides. If you’re passionate about technology, dedicated to user success, and eager to contribute to a company that values innovation and support, we encourage you to apply. We foster an inclusive environment where every voice is heard, and every team member contributes to our collective success. Come help us shape the future of tech support!
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Key Responsibilities
- Provide first-line technical support to users via phone, email, and chat.
- Diagnose, troubleshoot, and resolve hardware and software issues efficiently.
- Escalate complex issues to senior technical staff and follow up to ensure resolution.
- Document all support interactions, troubleshooting steps, and resolutions accurately in our ticketing system.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
- Guide users through step-by-step solutions, ensuring a clear understanding.
- Gather user feedback and relay it to product development teams for continuous improvement.
- Assist with onboarding new users to our systems and applications.
- Participate in scheduled on-site work at our Mission District office for collaborative tasks and team meetings.
Required Skills
- Minimum 1-2 years of experience in a technical support or help desk role.
- Strong understanding of common operating systems (Windows, macOS).
- Familiarity with network fundamentals (TCP/IP, Wi-Fi connectivity).
- Excellent verbal and written communication skills.
- Proven ability to diagnose and resolve technical issues logically and efficiently.
- Customer-centric approach with a strong emphasis on user satisfaction.
- Proficiency with ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to work independently and as part of a team in a hybrid environment.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or similar technical certifications.
- Experience with cloud-based platforms (e.g., AWS, Azure, Google Cloud).
- Familiarity with scripting languages (e.g., Python, PowerShell) for basic automation tasks.
- Experience supporting SaaS applications.
- Multilingual abilities (especially Spanish, given the Mission District location).
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) retirement plan with company match.
- Commuter benefits program.
- Professional development opportunities and tuition reimbursement.
- Hybrid work model for flexibility.
- Access to cutting-edge technology and tools.
- Vibrant office located in the heart of San Francisco's Mission District.
- Regular team-building events and social gatherings.
How to Apply
To embark on a rewarding career journey with Career.zycto, we encourage all qualified candidates to click on the application link below. Please ensure your resume and cover letter highlight your relevant experience and passion for technical support. We look forward to reviewing your application!
