About Company
Empowering seamless technology experiences for users worldwide is Hiring.zycto’s core mission. As a pioneering force dedicated to innovative solutions, we build robust platforms that simplify complex challenges across various sectors. For a Technical Support Specialist, this translates into a dynamic and rewarding environment where your problem-solving prowess is not just valued, but absolutely critical to our success. Join a team that thrives on collaboration, continuous learning, and a shared passion for user satisfaction. Here, every interaction is an opportunity to make a tangible impact and elevate your expertise within a supportive culture that values remote talent.
Job Description
Hiring.zycto is seeking a highly motivated and customer-focused Technical Support Specialist to join our growing remote team. In this pivotal role, you will be the first point of contact for our users, providing exceptional technical assistance and ensuring their experience with our products is seamless and positive. You will troubleshoot a wide range of technical issues, guide users through solutions, and collaborate with our development and product teams to identify recurring problems and improve our services. This is an exciting opportunity for an individual who is passionate about technology, possesses strong problem-solving skills, and thrives in a fast-paced, remote work environment. We are looking for someone who can work independently while maintaining strong communication with the team, committed to maintaining high standards of service delivery from their home office in the Coquitlam area. Your expertise will directly contribute to user satisfaction and the overall success of our innovative platform, playing a crucial role in our commitment to excellence.
Key Responsibilities
- Provide first-class technical support to users via email, chat, and phone, addressing inquiries and resolving issues efficiently.
- Diagnose and troubleshoot complex technical problems related to software, hardware, and network connectivity.
- Document all support interactions, resolutions, and relevant details in our ticketing system with accuracy and clarity.
- Collaborate closely with engineering, product, and QA teams to escalate issues, track bugs, and contribute to product improvements.
- Create and update knowledge base articles, FAQs, and self-help guides to empower users to find solutions independently.
- Proactively identify trends in user issues and suggest improvements to product features or support processes.
- Participate in ongoing training and professional development to stay current with our products, services, and industry best practices.
Required Skills
- Minimum 2 years of experience in a technical support role, preferably in a remote setting.
- Proven experience with Windows and macOS operating systems, including troubleshooting common issues.
- Strong understanding of networking fundamentals (TCP/IP, DNS, VPN) and internet browsers.
- Excellent written and verbal communication skills with a customer-centric approach.
- Demonstrated ability to diagnose, analyze, and resolve technical issues methodically.
- Proficiency with help desk software and ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
- Self-motivated, able to work independently and manage time effectively in a remote environment.
Preferred Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Experience with cloud-based applications (SaaS) and related troubleshooting.
- Familiarity with remote desktop tools and collaboration platforms.
- ITIL Foundation certification or similar.
- Experience in writing technical documentation or knowledge base articles.
- Bilingualism (English and French) is considered an asset.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Flexible remote work environment.
- Generous paid time off and sick leave.
- Opportunities for professional development and continuous learning.
- Home office setup allowance.
- A vibrant, collaborative, and supportive company culture.
- Employee assistance program (EAP).
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 Specialist position. We look forward to reviewing your application!
