Customer Success Specialist

Role Overview:

The Technical Support Assistant will be responsible for providing high-level technical assistance and customer support to our clients in the US, UK, and other international regions. You will act as the first point of contact for resolving software, hardware, and network-related issues, ensuring client satisfaction through timely and effective solutions. This role requires a deep technical background, excellent communication skills, and the ability to operate across time zones and cultural contexts. & responsibilities.

Key Responsibilities:

*Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

*Respond to customer support tickets via email, phone, and live chat across multiple time zones.

*Troubleshoot and resolve product or service problems by clarifying the customers complaint and determining the root cause.

*Collaborate with engineering and product teams to escalate and resolve complex technical issues.

*Document internal procedures, issue resolutions, and client interactions in the support knowledge base.

*Assist in the rollout of updates, patches, and software enhancements.

*Monitor system performance and alert clients of potential issues.

*Deliver an exceptional customer experience aligned with Zygal's standards of service.

*Stay up to date with product knowledge, industry trends, and best practices

Preferred candidate profile

*Experience supporting SaaS, cloud-based solutions, or enterprise software.

*Knowledge of ITIL framework or other support management methodologies.

*Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar.

Required Qualifications:

*68 years of experience in technical support, IT helpdesk, or a similar role in a global environment.

*Strong technical background with hands-on knowledge of systems administration, networking, and troubleshooting software/hardware issues.

*Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and remote support tools.

*Excellent communication skills in English written and verbal with experience supporting international clients.

*Ability to work flexible hours to support clients in US and UK time zones.

*Strong analytical and problem-solving skills with a customer-first mindset.

*Bachelors degree in Computer Science, Information Technology, or a related field (preferred but not mandatory).

How to Apply:

Submit your resume and a brief cover letter outlining your relevant experience and why youre a great fit for this role at hr@zygal.io.