About Company
Are you an English-speaking Technical Support Engineer looking to thrive? At Career.zycto, we empower our team to solve complex challenges and directly impact user satisfaction. We’re a dynamic firm committed to fostering an environment where innovation meets exceptional service delivery. Join a collaborative culture that values your expertise in problem-solving and communication, providing ample opportunities for professional growth and skill development. We believe in building careers, not just filling roles, ensuring our engineers feel supported and challenged daily.
Job Description
Career.zycto is on the lookout for a dedicated and skilled Technical Support Engineer to join our growing team in Westmount, Waterloo. This role is crucial for ensuring our clients receive top-tier technical assistance, primarily serving our English-speaking global customer base. You will be at the forefront of problem-solving, diagnosing and resolving complex technical issues related to our innovative software and hardware solutions. We’re seeking an individual with a passion for technology and a natural ability to communicate clearly and empathetically with users of varying technical proficiencies.
As a Technical Support Engineer, you will provide comprehensive support across multiple channels, including phone, email, and live chat. Your day-to-day will involve meticulously documenting support interactions, escalating unresolved issues to higher-tier support or development teams, and proactively contributing to our knowledge base. This position offers a unique opportunity to directly influence customer satisfaction and contribute to the continuous improvement of our products and services. If you thrive in a fast-paced environment, are eager to expand your technical expertise, and possess an unwavering commitment to excellent customer service, we encourage you to apply and become a vital part of our mission to deliver seamless technology experiences.
Key Responsibilities
- Provide first and second-level technical support to English-speaking customers via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex technical issues pertaining to software, hardware, and network connectivity.
- Document all customer interactions, technical issues, and resolutions accurately in our ticketing system.
- Escalate unresolved issues to appropriate internal teams (e.g., Senior Support, Engineering) while maintaining communication with the customer.
- Contribute to the creation and maintenance of internal and external knowledge base articles, FAQs, and troubleshooting guides.
- Collaborate with product development and QA teams to identify and report recurring issues and potential product enhancements.
- Conduct remote diagnostic sessions and system checks to identify root causes of technical problems.
- Participate in ongoing training and professional development to stay current with product updates and industry best practices.
Required Skills
- Fluency in English (written and verbal) is essential for effective communication with our global customer base.
- Minimum of 3 years of experience in a technical support role, preferably in a software or IT services environment.
- Strong understanding of operating systems (Windows, macOS, Linux) and mobile platforms (iOS, Android).
- Proficiency in troubleshooting network issues (TCP/IP, DNS, VPN, Wi-Fi).
- Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional interpersonal and communication skills, with an ability to explain complex technical concepts clearly.
- Ability to work independently and as part of a team in a dynamic, fast-paced environment.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
- Experience with cloud platforms (AWS, Azure, Google Cloud).
- Basic knowledge of scripting languages (e.g., PowerShell, Python) for automation or diagnostic purposes.
- Experience supporting database technologies (SQL) or web applications.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Opportunities for professional development and continuous learning.
- Collaborative and inclusive work environment.
- Access to cutting-edge technology and tools.
- Employee wellness programs and initiatives.
- Convenient location in Westmount, Waterloo with easy access to public transport.
How to Apply
Eager to make an impact as a Technical Support Engineer? Please click on the application link below to submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!
