About Company
Ready to accelerate your career in a dynamic, customer-centric environment? Career.zycto is a rapidly growing technology services firm dedicated to empowering businesses with innovative solutions and unparalleled support. We thrive on a culture of continuous learning, collaboration, and making a real impact. For a Technical Support Representative, this means direct exposure to diverse technologies, opportunities for skill enhancement, and the chance to be the frontline hero ensuring our clients’ success. Join us and become part of a team where your problem-solving prowess is genuinely valued and instrumental to our collective achievement.
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Job Description
Are you a tech-savvy problem-solver with a genuine passion for helping others navigate the complexities of technology? Career.zycto is actively seeking a highly motivated and customer-focused Technical Support Representative to join our vibrant team in Dubai Hills Business Park, with an immediate start. In this critical role, you will serve as the primary point of contact for our valued clients, providing expert assistance and delivering timely resolutions to a wide spectrum of technical inquiries and issues. Your day-to-day will involve everything from meticulously troubleshooting software application glitches and diagnosing connectivity problems to patiently guiding users through intricate system functionalities and configuration processes. Your expertise will be instrumental in ensuring the seamless operation of our clients’ systems and, ultimately, their exceptional satisfaction.
This opportunity transcends mere problem-fixing; it’s profoundly about cultivating strong client relationships and empowering users to leverage technology effectively. You will be responsible for meticulously diagnosing technical issues, meticulously documenting interactions, escalating complex cases to senior engineering teams when advanced intervention is required, and maintaining transparent, clear, and concise communication throughout the entire resolution lifecycle. We are specifically looking for an individual who possesses the agility to quickly adapt to evolving technologies, demonstrates robust analytical capabilities, and consistently delivers support with a highly professional, empathetic, and patient approach. Our ideal candidate thrives proactively in a dynamic, fast-paced environment, possesses an innate curiosity for the latest technological advancements, and is deeply committed to delivering outstanding service that exceeds expectations.
At Career.zycto, we are profoundly invested in fostering a supportive and collaborative environment where you can continuously grow your skills, deepen your technical knowledge, and contribute significantly to our collective success. You’ll have the opportunity to work with cutting-edge industry tools and collaborate closely with a dedicated team of professionals, facing new and stimulating challenges daily that will undoubtedly hone both your technical acumen and your customer service excellence. If you are eager to jumpstart your career, make an immediate and tangible impact, and become an integral part of a forward-thinking and innovative organization, we strongly encourage you to apply. Your exceptional ability to transform technical challenges into positive and memorable client experiences is precisely what we are looking for to enhance our team.
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Key Responsibilities
- Provide first-line technical support via phone, email, and chat channels.
- Diagnose, troubleshoot, and resolve hardware, software, and network connectivity issues.
- Escalate complex technical problems to appropriate internal teams (e.g., Level 2 support, engineering) when necessary, ensuring smooth handover.
- Document all support interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
- Guide users through step-by-step solutions and provide clear, concise instructions for technical processes.
- Maintain a high level of customer satisfaction through professional, empathetic, and timely service delivery.
- Contribute to the knowledge base by creating and updating support documentation, FAQs, and self-help articles.
Required Skills
- Strong understanding of IT systems, networks, and common software applications (e.g., Windows OS, Microsoft Office Suite).
- Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
- Exceptional verbal and written communication abilities in English, capable of explaining technical concepts clearly to non-technical users.
- Proficiency in using ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work independently and collaboratively as part of a team in a fast-paced, demanding environment.
- Customer-centric mindset with a strong focus on service delivery and client satisfaction.
Preferred Qualifications
- Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL Foundation).
- Familiarity with specific CRM software or enterprise resource planning (ERP) systems.
- Experience with cloud platforms (e.g., AWS, Azure, Google Cloud) or virtualization technologies.
- Bachelor's degree in Information Technology, Computer Science, or a related field.
Perks & Benefits
- Competitive salary package commensurate with experience.
- Comprehensive health insurance coverage.
- Generous professional development and continuous training opportunities.
- A dynamic, collaborative, and supportive work environment.
- Standard annual leave and public holidays as per UAE labor law.
- Potential for visa sponsorship and relocation assistance for eligible international candidates.
How to Apply
Interested candidates are invited to click on the application link below to submit their resume and a concise cover letter detailing their relevant experience and why they are a great fit for Career.zycto. Please ensure your application highlights your immediate availability for this role.
