SUMMARY
In this role, the Technical Customer Support Representative will work with customers in resolving technical and non-technical issues, and assist peers in resolving technical and customer service matters. Our Technical Customer Support Representatives serve as the frontline to ZYTO customers for support, some training and other information as needed. They are courteous, knowledgeable, prompt, thorough, and respectful.
Our technical support organization is an important part of ZYTO’s commitment. Technical support is our primary line of assistance, where our clients first turn for troubleshooting help and answers to questions. For many customers, our technical support representatives are the voice of the company. Working by phone, online chats and e-mail, these representatives address critical client issues and challenges. You must be able to provide an excellent professional impression to our customer base. You must have strong problem solving skills, and you must enjoy working with people on the phone and online.

Technical Customer Service Representatives need to be able to respond to customers in a polite and courteous manner, especially in stressful situations, project patience, empathy, caring, and sincerity in voice tone and words, establish rapport over the phone quickly, and remain positive and upbeat over prolonged periods of customer service.
• Technical Customer Service Representatives express thoughts and information clearly.
• Technical Customer Service Representatives inspire confidence and positively influence the behavior, in actions, and thoughts of others.
• Technical Customer Service Representatives communicate potentially unpleasant or negative information in a tactful manner.
• Technical Customer Service Representatives must be able to consistently meet established productivity, schedule adherence, and quality standards and adhere to quality improvement initiatives.
• Technical Customer Service Representatives are smart, quick, personable team members who are committed to helping people succeed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Support responsibilities may include, but are not limited to:

• First level support between ZYTO and its customers
• Providing technical support and customer service to customers, primarily via email, online and/or telephone
• Working with members of the customer support organization to ensure timely resolution of customer issues
• Contributing to the Knowledge Base by creating, editing or evaluating written material, including FAQ’s, Technical Notes and related resources
• Working on specific projects and assignments, possibly involving multiple departments on a daily, weekly, or monthly basis
• Assisting in the resolution of “escalated” cases as needed
• Participating in cross-functional initiatives as needed
• Assisting in additional projects directed by your manager, as needed
• Resolving customer service and technical support issues via additional, approved resources, including web-based forums
• Provide proactive and results focused problem resolution via the telephone, online and email
• Ability to work independently and under pressure to resolve client issues.
• Help improve existing service and support resources (written, web-based, etc.).
MINIMUM QUALIFICATIONS AND EXPERIENCE

• Experience in working with and troubleshooting operating systems required
• 1+ year industry experience in technical support, professional services or related functions required
• Strong technical background
• A+ Certification required
• Exceptional verbal and written communication skills
• Excellent customer service skills
• Must be capable of working independently, and in cooperation with managers and peers
• Working knowledge of CRM systems, call/case-tracking, and related processes
• Proven analytical and problem-solving skills
• Ability to work effectively with difficult and/or demanding customers
• Ability to pay extreme attention to detail and follow through
• Ability to effectively multi-task in a fast-paced environment and meet deadlines
• Ability to adapt to ever-changing circumstances
• Commitment to delighting customers and the highest standards of professionalism
• EXCEPTIONAL interpersonal communication and phone and email skills
• Courteous and energetic team member
• Ability to quickly learn and understand new software applications
• Good listening skills and problem resolution abilities
• Must have proficiency in Word and Excel
• Ability to take ownership of assigned tasks.
• Ability to handle multiple priorities.
• Be a self-starter with strong problem solving abilities


PHYSICAL AND ENVIRONMENTAL CONDITIONS
On-site hours are 7am-6pm Monday through Thursday. This position requires occasional after hours and weekend support. Performance of duties and tasks uses standard office equipment, including work at computer terminals. Additional duties may apply as needed to ensure team success.

ZYTO is an Equal Opportunity Employer

Phone: 801-224-7199
Email: jobs@ZYTO.com

Please e-mail resume to jobs@ZYTO.com.