About Company
Join Career.zycto and become a vital link in our mission to empower businesses through seamless technology. We’re a dynamic, innovation-driven firm committed to fostering a collaborative environment where every team member’s contribution is valued. For a Technical Support Representative, this means a unique opportunity to directly impact user satisfaction, solve complex challenges, and grow your expertise with cutting-edge tools. If you thrive on providing exceptional service and are eager to make an immediate difference, Career.zycto offers a vibrant, supportive ecosystem designed for your professional advancement.
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Job Description
Are you a highly motivated and customer-focused individual with a passion for technology and a knack for problem-solving? Career.zycto is actively seeking a dedicated Technical Support Representative to join our fast-paced team in Al Quoz, Dubai, for an immediate start. This is an exceptional opportunity for an individual eager to dive into a role where you can make a tangible impact from day one, helping our diverse clientele navigate and optimize their technology solutions.
As a Technical Support Representative, you will be the first point of contact for users experiencing technical issues, ranging from software malfunctions and hardware troubleshooting to network connectivity problems and system configurations. Your primary goal will be to provide timely, effective, and professional support, ensuring our users receive a resolution that not only fixes their immediate problem but also enhances their overall experience with our services.
We are looking for someone who thrives in a dynamic environment, possesses excellent communication skills, and has a natural ability to translate complex technical jargon into clear, understandable language for non-technical users. You’ll be expected to diagnose issues efficiently, guide users through step-by-step solutions, and escalate more intricate problems to senior technicians when necessary. This role demands a high degree of patience, empathy, and a proactive approach to identifying potential issues before they become critical.
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At Career.zycto, we believe in continuous learning and professional development. You’ll be exposed to a wide array of technologies and challenges, providing a fertile ground for expanding your technical skill set. We pride ourselves on a supportive team culture where collaboration is key, and innovation is encouraged. If you are ready to kick-start a rewarding career in technical support with a company that values your growth and contributions, we encourage you to apply. We’re searching for someone who is not just looking for a job, but a place to build a career and truly make a difference in our clients’ daily operations.
Key Responsibilities
- Provide first-line technical support via phone, email, and chat for various software and hardware issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently and effectively.
- Guide users through step-by-step solutions and provide clear instructions for problem resolution.
- Accurately document all support interactions, resolutions, and follow-up activities in the ticketing system.
- Escalate complex or unresolved issues to higher-level support teams when necessary.
- Follow up with customers to ensure issues are fully resolved and they are satisfied with the support provided.
- Assist with user account management, system configurations, and software installations.
- Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
- Identify and suggest improvements for support processes, tools, and overall product user experience.
Required Skills
- Proficiency in troubleshooting Windows and macOS operating systems.
- Strong understanding of network fundamentals (TCP/IP, DNS, DHCP).
- Experience with common office productivity suites (e.g., Microsoft 365, Google Workspace).
- Excellent verbal and written communication skills in English.
- Demonstrated problem-solving and analytical abilities.
- Ability to work independently and collaboratively in a team environment.
- Customer-centric approach with a strong commitment to service excellence.
- Familiarity with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related technical field.
- Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation).
- Experience with remote support tools and technologies.
- Basic knowledge of server administration concepts.
- Proficiency in a second language (e.g., Arabic, Hindi, Tagalog).
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance coverage.
- Generous paid time off and public holidays.
- Opportunities for professional development and continuous training.
- A vibrant, collaborative, and supportive work environment.
- Access to cutting-edge technology and tools.
- Employee assistance program for personal and professional support.
- Regular team-building activities and social events.
How to Apply
Ready to make an immediate impact? Click the application link below to submit your resume and a compelling cover letter. Please highlight your experience in technical support and articulate why you are the ideal candidate for this pivotal role at Career.zycto.
