About Company
Empowering careers through innovative staffing solutions, Career.zycto is dedicated to connecting exceptional talent with forward-thinking organizations. We excel in understanding both the needs of our clients and the aspirations of our candidates, fostering growth and professional success. For a Technical Support Assistant, Career.zycto represents an opportunity to join a team that values your problem-solving skills and commitment to service, providing a supportive remote environment where your contributions directly impact client satisfaction.
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Job Description
Career.zycto is seeking a highly motivated and customer-focused Technical Support Assistant to join our growing remote team. In this pivotal role, you will be the first point of contact for users experiencing technical difficulties, providing essential support that ensures seamless operation for our clients. This is an exceptional opportunity for an individual with a passion for technology and a talent for problem-solving to make a significant impact from the comfort of their home office in Houston, Texas.
As a Remote Technical Support Assistant, you will be responsible for diagnosing and resolving a wide range of technical issues, from basic software inquiries to more complex hardware and network troubleshooting. You will communicate effectively with users of varying technical proficiencies, guiding them through step-by-step solutions with patience and clarity. Your ability to actively listen, ask probing questions, and document interactions meticulously will be crucial to your success. We are looking for someone who thrives in a dynamic environment, can manage multiple tasks simultaneously, and is committed to delivering outstanding service.
This role demands excellent organizational skills and the ability to work independently while remaining an integral part of a collaborative remote team. You will utilize various remote support tools and our internal knowledge base to efficiently resolve issues, escalating more complex problems to senior technicians when necessary. Continuous learning is encouraged, and you will have opportunities to expand your technical expertise through access to training resources. If you are a proactive troubleshooter with a strong user-centric approach and are ready to contribute to a forward-thinking organization, we encourage you to apply. Join Career.zycto and help us deliver exceptional technical support remotely!
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Key Responsibilities
- Provide first-level technical support to users via phone, email, and chat, addressing hardware, software, and network issues.
- Diagnose and troubleshoot technical problems, guiding users through problem-solving steps.
- Document all support interactions, resolutions, and relevant details accurately in the ticketing system.
- Escalate unresolved issues to appropriate senior support staff or specialized teams.
- Maintain a high level of customer satisfaction through professional, courteous, and efficient service.
- Assist with the creation and maintenance of a knowledge base for common technical issues and resolutions.
- Stay updated on product knowledge, technical specifications, and company policies.
Required Skills
- 1+ years of experience in a technical support or help desk role.
- Proficiency with Windows and macOS operating systems.
- Familiarity with common office software suites (e.g., Microsoft 365, Google Workspace).
- Basic understanding of network concepts (TCP/IP, Wi-Fi, VPN).
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently and manage time effectively in a remote setting.
Preferred Qualifications
- Associate's degree in Information Technology, Computer Science, or a related field.
- Certifications such as CompTIA A+, Network+, or ITIL Foundation.
- Experience with remote desktop tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Prior experience working in a fully remote technical support environment.
Perks & Benefits
- Competitive hourly wage with opportunities for growth.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Flexible remote work environment.
- Opportunities for professional development and training.
- Supportive and collaborative team culture.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and cover letter. Please ensure your application highlights your experience in technical support and your ability to thrive in a remote work setting. We look forward to reviewing your application!
