About Company
Are you looking to kickstart your career in tech? Career.zycto is a rapidly growing technology solutions provider, dedicated to empowering businesses with cutting-edge software and exceptional support. We pride ourselves on fostering a collaborative and innovative environment where new talent can thrive. Joining our team means becoming part of a community that values curiosity, problem-solving, and continuous learning. For an entry-level Technical Support Troubleshooting Agent, Career.zycto offers unparalleled mentorship and growth opportunities to build a strong foundation in the IT industry. Come grow with us in the vibrant heart of Gastown!
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Job Description
Career.zycto is on the lookout for an enthusiastic and dedicated Entry Level Technical Support Troubleshooting Agent to join our dynamic team in Gastown, Vancouver. This is an incredible opportunity for individuals passionate about technology and eager to start their career in a supportive, fast-paced environment. As an Entry Level Technical Support Troubleshooting Agent, you will be the first point of contact for our valued clients, helping them navigate and resolve a variety of technical challenges related to our software and services. You’ll play a crucial role in ensuring our customers have a seamless and positive experience, directly contributing to their satisfaction and our overall success. This role is perfect for someone who thrives on solving puzzles and enjoys making a tangible impact on users’ daily operations.
In this role, you’ll be trained comprehensively to diagnose and troubleshoot common technical issues, provide clear and concise solutions, and efficiently escalate more complex problems to our senior technical specialists. We don’t expect you to know everything on day one – your willingness to learn, a customer-first attitude, and excellent problem-solving skills are what matter most. You’ll gain invaluable hands-on experience with cutting-edge tools and technologies, develop your analytical abilities, and progressively become an expert in our diverse product suite. This position is ideal for someone who genuinely enjoys interacting with people, possesses a natural curiosity for how technology works, and is deeply committed to continuous professional growth and skill development. You’ll be empowered to take ownership of issues, from initial contact through to resolution, fostering a sense of accomplishment with every successful interaction. We are dedicated to providing a comprehensive onboarding process, ongoing mentorship, and clear pathways for career progression to help you succeed and advance within the company. If you’re ready to dive into the exciting world of technical support, build a rewarding career, and grow with a forward-thinking company, we encourage you to apply. We foster an inclusive culture where every team member is valued, contributions are recognized, and innovative ideas are always welcomed. Join us and help us shape the future of exceptional tech support!
Key Responsibilities
- Provide initial technical support and assistance to customers via phone, email, and live chat, addressing inquiries and resolving issues.
- Diagnose and troubleshoot basic hardware, software, and system issues, guiding users through step-by-step solutions.
- Document all customer interactions, troubleshooting steps, and resolutions accurately in the company's ticketing system.
- Escalate complex or unresolved issues to senior technical support specialists or relevant internal teams for further investigation.
- Contribute to the continuous improvement of our knowledge base by creating and updating support articles and FAQs.
- Maintain a high level of professionalism and customer satisfaction through clear communication and effective problem-solving.
- Participate in ongoing training and professional development to stay current with product updates and industry best practices.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and a logical approach to technical challenges.
- Basic familiarity with computer operating systems (Windows, macOS) and common software applications.
- Demonstrated ability to learn new technologies and processes quickly.
- A customer-centric mindset with a genuine desire to assist and help users.
- Ability to work effectively both independently and collaboratively within a team environment.
Preferred Qualifications
- Post-secondary education in Information Technology, Computer Science, or a related technical field.
- Prior experience in a customer service, retail, or hospitality role (even non-technical).
- Familiarity with CRM software or ticketing systems (e.g., Zendesk, ServiceNow).
- Basic understanding of networking concepts (TCP/IP, Wi-Fi).
- Any relevant certifications such as CompTIA A+ or ITIL Foundation.
Perks & Benefits
- Comprehensive health, dental, and vision insurance package.
- Generous paid time off and statutory holiday schedule.
- Dedicated budget for professional development, certifications, and training programs.
- Modern and collaborative office space located in the historic Gastown district.
- Opportunities for career advancement within a growing technology company.
- Company-sponsored social events, team-building activities, and happy hours.
- Complimentary healthy snacks, coffee, and beverages available daily.
How to Apply
To apply for this exciting Entry Level Technical Support Troubleshooting Agent position, please send your resume and a compelling cover letter outlining your interest and qualifications directly to our careers team. In your cover letter, tell us why you’re passionate about starting a career in technical support and what makes you a great fit for Career.zycto. We look forward to reviewing your application!
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