About Company
Are you a problem-solver who thrives in a dynamic environment? Career.zycto is at the forefront of innovation, empowering businesses through cutting-edge technology and exceptional client experiences. We’re a rapidly growing firm dedicated to fostering a collaborative culture, even across remote channels. For a Technical Support Engineer, our commitment to professional development and providing the tools to succeed means you can truly make an impact from day one. Join a team where your expertise directly contributes to our collective success and client satisfaction, shaping the future of technical solutions.
Job Description
Join Career.zycto as a Technical Support Engineer specializing in our Remote Channel, where your technical prowess will be instrumental in ensuring our clients receive top-tier support from wherever you choose to work within Quebec. In this critical role, you will be the frontline hero, diagnosing and resolving complex technical issues for a diverse client base, primarily through remote tools and communication channels. We’re seeking an individual with a passion for technology, a sharp analytical mind, and an unwavering commitment to customer satisfaction.
This isn’t just about fixing problems; it’s about understanding the root cause, implementing sustainable solutions, and educating users to prevent future occurrences. You will manage a queue of support tickets, prioritize urgent requests, and collaborate closely with our development and product teams to escalate and resolve intricate bugs or system outages. The ideal candidate will be adept at navigating various operating systems, network configurations, and software applications, providing clear, concise, and empathetic guidance to users of all technical proficiencies. You’ll contribute to our knowledge base, documenting solutions and best practices to empower both our clients and fellow team members.
As a fully remote position, you will be expected to demonstrate exceptional self-discipline, time management, and proactive communication skills. While you’ll be part of a supportive and connected team, the ability to work independently and manage your workload effectively is paramount. We value initiative, a continuous learning mindset, and the drive to constantly improve our support processes and client experience. This role offers an incredible opportunity to shape the remote support landscape within a forward-thinking company, making a tangible difference in our clients’ daily operations and our overall success. If you’re ready to leverage your technical expertise to deliver outstanding remote support, we encourage you to apply and become a vital part of our growing team.
Key Responsibilities
- Provide expert remote technical support to clients via phone, email, chat, and remote desktop tools.
- Diagnose, troubleshoot, and resolve complex hardware, software, and network-related issues.
- Manage and prioritize a personal queue of support tickets, ensuring timely resolution and follow-up.
- Collaborate with internal development and product teams to escalate and resolve advanced technical problems.
- Document solutions, troubleshooting steps, and best practices to contribute to the company's knowledge base.
- Educate clients on product features, functionalities, and effective troubleshooting techniques.
- Monitor system performance and proactively identify potential issues to prevent service disruptions.
- Maintain high levels of customer satisfaction through clear communication and professional conduct.
- Participate in ongoing training and professional development to stay current with technology trends and product updates.
Required Skills
- Minimum 2-3 years of experience in a technical support role, preferably in a remote capacity.
- Proficiency in troubleshooting Windows, macOS, and Linux operating systems.
- Strong understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi).
- Experience with remote access tools (e.g., TeamViewer, AnyDesk, RDP).
- Excellent verbal and written communication skills in English and French (bilingualism is highly valued in Quebec).
- Proven ability to analyze complex technical issues and provide clear, concise solutions.
- Exceptional problem-solving and critical thinking abilities.
- Customer-centric approach with a strong commitment to service excellence.
- Ability to work independently and manage time effectively in a remote work environment.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Industry certifications (e.g., CompTIA A+, Network+, CCNA, ITIL).
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
- Experience supporting business applications and SaaS products.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Flexible remote work environment.
- Budget for home office setup and internet allowance.
- Opportunities for professional development and continuous learning.
- Collaborative and supportive team culture.
- Access to the latest tools and technologies.
How to Apply
Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and why they are an ideal fit for this remote role. Please click on the application link below to apply directly. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
