About Company
Empowering problem-solvers like you, Career.zycto champions innovation in digital solutions, delivering unparalleled service to a global clientele. We understand the vital role a Technical Support Representative plays in client satisfaction and operational excellence. At Career.zycto, you won’t just troubleshoot; you’ll be the crucial link connecting users to seamless experiences, directly impacting our success. We cultivate a dynamic, remote-first culture that values proactive engagement, continuous learning, and a collaborative spirit, ensuring you have the tools and support to thrive and grow your career from anywhere.
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Job Description
Are you a problem-solver with a passion for technology and a commitment to exceptional customer service? Career.zycto is seeking a dedicated and proactive Technical Support Representative to join our growing remote team. In this pivotal role, you will be the first point of contact for our users, providing crucial assistance and resolving technical issues related to our innovative suite of products and services. This is an exciting opportunity to leverage your technical expertise and communication skills from the comfort of your home office, supporting a diverse user base across various time zones.
As a Technical Support Representative, you will be responsible for diagnosing, troubleshooting, and resolving software, hardware, and network-related problems. You will communicate complex technical information in an easy-to-understand manner, guiding users through step-by-step solutions via phone, email, and chat. We are looking for someone who thrives in a fast-paced environment, can manage multiple inquiries simultaneously, and possesses a keen eye for detail to identify underlying issues and prevent future occurrences. Your ability to empathize with users, maintain a positive attitude under pressure, and document solutions accurately will be key to your success.
At Career.zycto, we believe in fostering a supportive and collaborative remote work environment. You will receive comprehensive training on our products and systems, ongoing professional development opportunities, and access to a robust knowledge base. We value initiative and a proactive approach to learning and problem-solving. If you are eager to contribute to a company that prioritizes user satisfaction and technological excellence, and you’re ready to grow your career within a flexible, remote setup, we encourage you to apply. Join us and become an integral part of a team dedicated to making a tangible difference in our users’ daily lives.
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Key Responsibilities
- Provide first-level technical support to users via phone, email, and chat, addressing inquiries and resolving issues promptly.
- Diagnose and troubleshoot technical problems related to software applications, operating systems, hardware, and network connectivity.
- Document all support interactions, resolutions, and relevant details accurately in the ticketing system.
- Escalate complex or unresolved issues to higher-level support teams or relevant departments as needed.
- Guide users through step-by-step solutions, providing clear and concise instructions.
- Maintain up-to-date knowledge of company products, services, and support procedures.
- Contribute to the creation and maintenance of internal knowledge base articles and user-facing FAQs.
- Adhere to service level agreements (SLAs) to ensure timely and effective support delivery.
- Collaborate with team members to share knowledge and best practices.
- Proactively identify trends in technical issues and suggest improvements to products or processes.
Required Skills
- Minimum of 1 year of experience in a technical support or customer service role.
- Proficiency with Windows and macOS operating systems.
- Familiarity with remote desktop software and help desk ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently and manage time effectively in a remote environment.
- Demonstrated patience, empathy, and a customer-focused attitude.
- Basic understanding of network concepts (TCP/IP, Wi-Fi connectivity).
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or similar IT certifications.
- Experience with CRM software (e.g., Salesforce).
- Familiarity with cloud-based applications and services.
- Previous experience working in a fully remote support role.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off (vacation, sick leave, holidays).
- 401(k) retirement plan with company match.
- Opportunities for professional development and continuous learning.
- Access to a virtual wellness program.
- Flexible remote work schedule.
- Employee assistance program.
- Supportive and collaborative team culture.
How to Apply
Ready to make an impact? Please click on the application link below to submit your resume and a cover letter detailing your experience and why you are the ideal candidate for this remote Technical Support Representative role. We look forward to reviewing your application!
