About Company
Join a dynamic team where your problem-solving skills make a tangible difference every day. Career.zycto thrives on innovation and customer success, empowering our technical support associates to be the first line of defense and resolution for our valued clients. We foster an environment of continuous learning and growth, ensuring you have the tools and mentorship to excel. For a technical support associate eager to impact user experience and collaborate within a supportive, forward-thinking tech company, Career.zycto offers a stimulating platform to develop your career in the heart of Munich.
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Job Description
Are you a natural problem-solver with a passion for technology and a dedication to customer satisfaction? Career.zycto is seeking a motivated and experienced Technical Support Associate to join our vibrant team in Marienplatz, Munich. In this critical full-time role, you will be the face of our technical assistance, providing essential support to our diverse user base. We are looking for someone who can diagnose and resolve complex technical issues with empathy, efficiency, and professionalism, ensuring a seamless experience for our clients. As a Technical Support Associate, you will engage directly with customers through various channels, including phone, email, and chat, guiding them through troubleshooting steps, explaining technical concepts clearly, and escalating issues when necessary. Your ability to understand user needs, coupled with a strong technical foundation, will be pivotal in maintaining our high standards of service. We value proactive individuals who are not just reactive to problems but also contribute to improving our knowledge base and internal processes. This role offers an exciting opportunity to work with cutting-edge technologies, learn continuously, and grow within a supportive and collaborative environment. If you thrive on challenges, love helping people, and are ready to contribute to a company that puts its users first, we encourage you to apply.
Key Responsibilities
- Provide first-line technical support via phone, email, and chat for all our products and services.
- Diagnose and resolve hardware and software issues efficiently and accurately.
- Document all support interactions, resolutions, and troubleshooting steps in the ticketing system.
- Guide users through step-by-step solutions and technical procedures with clear, concise instructions.
- Escalate complex or unresolved issues to senior support engineers or relevant development teams.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
- Assist in user training and onboarding for new software features or product updates.
- Monitor system performance and proactively identify potential issues or areas for improvement.
Required Skills
- Proven experience (minimum 2 years) in a technical support or helpdesk role.
- Strong understanding of Windows and macOS operating systems and common software applications.
- Proficiency with common office productivity suites (e.g., Microsoft 365, G Suite).
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional verbal and written communication skills in both English and German (C1+ level).
- Ability to troubleshoot network connectivity issues (TCP/IP, DNS, Wi-Fi).
- Customer-focused attitude with a strong commitment to service quality and user satisfaction.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Familiarity with CRM systems and IT service management tools (e.g., Zendesk, Jira Service Desk).
- Experience with remote desktop support tools and remote access technologies.
- Basic knowledge of scripting (e.g., PowerShell) or command-line interfaces.
- Relevant industry certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance package.
- Generous paid time off, including vacation and sick leave, plus public holidays.
- Opportunities for professional development, training, and continuous learning.
- Modern, ergonomic office space located in the vibrant heart of Munich (Marienplatz).
- Regular team-building events, company outings, and social gatherings.
- Subsidized public transport pass for commuting within Munich.
- Employee discount programs on various products and services.
How to Apply
Ready to make an impact? We encourage all qualified candidates to apply by clicking the link below. Please ensure your resume highlights your relevant experience and skills. We look forward to reviewing your application and potentially welcoming you to the Career.zycto team!
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