About Company
Career.zycto is actively seeking empathetic and solution-oriented individuals to join our expanding remote support team. We believe in empowering our employees with the tools and autonomy needed to deliver exceptional customer experiences from anywhere. Our culture thrives on collaboration, continuous learning, and recognizing the critical role technical support plays in our success. If you’re passionate about problem-solving and making a tangible difference for users, Career.zycto offers a dynamic and supportive environment where your expertise is valued and your growth is prioritized. Join us in shaping the future of remote customer success.
Job Description
Are you a problem-solver with a passion for technology and a knack for helping people? Career.zycto is looking for a dedicated and skilled Technical Support Representative to join our fully remote team based in Sherbrooke, Quebec. In this crucial role, you will be the first line of defense for our users, providing outstanding technical assistance and ensuring a seamless experience with our products/services. We empower our Technical Support Representatives to be true advocates for our customers, diving deep into technical issues, offering clear solutions, and gathering valuable feedback that drives product improvement.
Working from the comfort of your home, you will engage with customers through various channels, including phone, email, and chat, troubleshooting complex technical problems ranging from software installation to advanced feature usage. This isn’t just about closing tickets; it’s about building trust, educating users, and turning potential frustrations into positive interactions. You’ll need to be adaptable, quick-thinking, and possess an unwavering commitment to customer satisfaction. We value proactive individuals who are keen to learn new technologies, contribute to our knowledge base, and collaborate with internal teams to escalate and resolve critical issues. If you thrive in a fast-paced, remote environment where your contributions directly impact customer success and product evolution, Career.zycto is the place for you to grow your career.
Key Responsibilities
- Provide first-line technical support to customers via phone, email, and chat, addressing inquiries and resolving issues efficiently and courteously.
- Diagnose and troubleshoot technical problems related to software, hardware, network connectivity, and application functionality.
- Escalate complex issues to senior support engineers or relevant internal departments, ensuring proper documentation and follow-up.
- Maintain accurate records of customer interactions, technical issues, and resolutions in our CRM system.
- Educate customers on product features, best practices, and self-service resources to enhance their overall experience.
- Contribute to the development and maintenance of our knowledge base, creating and updating support articles and FAQs.
- Collaborate with product development and quality assurance teams to identify recurring issues and provide feedback for product improvements.
- Participate in ongoing training and development to stay current with product updates and industry best practices.
- Ensure adherence to service level agreements (SLAs) and uphold high standards of customer service.
- Assist in testing new product releases or features as needed.
Required Skills
- Minimum 1 year of experience in a technical support, help desk, or customer service role, preferably in a remote setting.
- Strong technical aptitude and ability to quickly learn new software and systems.
- Excellent verbal and written communication skills in English and French (bilingualism is a strong asset for Quebec-based roles).
- Proven problem-solving skills and a methodical approach to troubleshooting.
- Proficiency with common operating systems (Windows, macOS) and web browsers.
- Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Ability to work independently and manage time effectively in a remote work environment.
- High-speed, reliable internet connection and a dedicated quiet workspace.
Preferred Qualifications
- Post-secondary education in Information Technology, Computer Science, or a related field.
- Experience with cloud-based applications and SaaS products.
- Familiarity with remote access tools and diagnostic software.
- Knowledge of basic networking concepts (TCP/IP, DNS, VPN).
- Certifications such as CompTIA A+, ITIL Foundation, or similar.
- Previous experience contributing to a knowledge base or writing technical documentation.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Flexible remote work environment.
- Generous paid time off and holidays.
- Opportunities for professional development and career advancement.
- Access to a robust learning platform and certifications.
- Virtual team-building events and social activities.
- Employee assistance program.
- Home office setup stipend.
How to Apply
Ready to make an impact from your home office in Sherbrooke? We invite you to apply by clicking on the application link below. Please submit your resume and a cover letter outlining your relevant experience and why you are passionate about a remote technical support role. We look forward to reviewing your application!
