About Company
Career.zycto pioneers innovative remote support solutions, empowering businesses and individuals worldwide to navigate their technological challenges seamlessly. For a Technical Support Specialist, this means a dynamic environment where problem-solving meets cutting-edge tools. We value autonomy, continuous learning, and a collaborative spirit, fostering a culture where your expertise directly impacts user success. Join us to refine your skills, embrace new technologies, and contribute to a team dedicated to excellence in remote assistance. We are committed to creating an inclusive workplace where every voice matters.
Job Description
Are you a tech-savvy problem-solver with a passion for helping others navigate the digital world from the comfort of your own home? Career.zycto is seeking a dedicated and proactive Technical Support Specialist to join our fully remote team, providing exceptional assistance to our diverse client base. In this pivotal role, you’ll be the first line of defense against technical hiccups, ensuring our users experience seamless operations with our innovative products and services. We are looking for an individual who thrives in a fast-paced environment, possesses an analytical mind, and can communicate complex technical information clearly and patiently to users of varying technical proficiencies.
As a Remote Technical Support Specialist, you will be instrumental in diagnosing and resolving software, hardware, and network issues through various remote tools and communication channels, including phone, email, and chat. This isn’t just about fixing problems; it’s about building trust, enhancing user satisfaction, and representing Career.zycto’s commitment to excellence in every interaction. You will collaborate closely with our product development and engineering teams, escalating complex issues and contributing valuable user feedback to continuously improve our offerings. This role offers the unique opportunity to manage your own workspace, develop your technical acumen across a broad spectrum of technologies, and directly contribute to the success of our clients, all while being a vital part of a supportive and forward-thinking remote team. We believe in empowering our specialists with the tools and autonomy needed to excel, making Career.zycto an ideal place to grow your career in technical support.
Key Responsibilities
- Provide first and second-level technical support for software, hardware, and network-related issues via remote access tools, phone, email, and chat.
- Diagnose and troubleshoot technical problems efficiently, guiding users through step-by-step solutions.
- Document, track, and monitor problems to ensure timely resolution and maintain detailed support logs.
- Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) and follow up to ensure prompt resolution.
- Maintain a high level of customer satisfaction through professional, courteous, and patient communication.
- Contribute to the creation and maintenance of a comprehensive knowledge base, including FAQs and troubleshooting guides.
- Stay updated with new technologies and product developments relevant to the role and our offerings.
- Participate in on-call rotations or scheduled shifts as required to provide support coverage.
- Identify opportunities for process improvement and contribute to team efficiency.
Required Skills
- Proven experience in a technical support role, preferably remote.
- Strong understanding of Windows and macOS operating systems, common office applications, and networking fundamentals (TCP/IP, DNS, VPN).
- Excellent problem-solving and analytical skills with a methodical approach.
- Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Proficiency with remote desktop software and ticketing systems.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Customer-focused mindset with a strong commitment to service excellence.
Preferred Qualifications
- IT-related certification (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
- Experience with cloud-based services and SaaS platforms.
- Familiarity with CRM systems.
- Knowledge of basic scripting (e.g., PowerShell, Bash) for automation.
- Experience supporting mobile devices (iOS/Android).
Perks & Benefits
- Fully remote work environment, offering flexibility and work-life balance.
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits package.
- Generous paid time off and public holidays.
- Dedicated budget for professional development, certifications, and online courses.
- Access to cutting-edge tools and technologies.
- Supportive and collaborative team culture with regular virtual team events.
- Contribution to a pension scheme.
- Employee assistance program.
How to Apply
Eager to bring your technical expertise to a role where your impact is recognized and valued? We invite you to apply by clicking the application link below. Please ensure your CV and a cover letter highlighting your relevant experience and why you are passionate about remote technical support are attached. We look forward to reviewing your application!
