Customer Support & Account Services Representative

ABOUT ZYTO

At ZYTO, our mission is to improve the quality of life of the individuals we serve. We strive to empower personal wellness through our innovative technologies, as well as education to improve the application of our technology with a focus on holistic health.

Our dedication to wellness extends to our employees and is a vital part of our company culture and values. We seek to support employees and enhance company culture through 5 core values: Wellness, Connection, Integrity, and being Genuine & Responsible.

JOB SUMMARY / SCOPE

This combined role serves as both the technical and relational voice of ZYTO, supporting customers across technical troubleshooting, account management, and proactive outreach. The ideal candidate is a quick learner who can think on their feet, resolve issues efficiently, and advocate for the customer while reinforcing ZYTO’s reputation for exceptional service. Incidents and inquiries vary in complexity and must be prioritized to ensure timely resolution via telephone, email, and online chat.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Proactively reach out to customers to notify them of upcoming issues and provide beneficial solutions
• Resolve technical and non-technical customer issues in a professional, timely manner
• Serve customers by providing product, service, and account information
• Maintain and update customer accounts by recording accurate account information
• Assist in the resolution of escalated cases as needed
• Resolve product or service problems by clarifying complaints, identifying root causes, selecting and explaining the best solutions, and following up to ensure resolution
• Contribute to the company knowledge base by creating, editing, and evaluating written material including FAQs, technical notes, and related resources
• Provide cross-functional expertise to other departments and channels
• Work on specific projects and assignments, possibly involving multiple departments
• Contribute to overall team effort by accomplishing related results as needed

SKILLS REQUIRED

• Exceptional verbal and written communication skills, including excellent typing proficiency
• Experience troubleshooting various current operating systems
• Quality customer-service skills with a customer-first mentality
• Working knowledge of CRM systems, call/case-tracking, and related processes
• Proven analytical and problem-solving skills
• Ability to quickly learn and understand new software applications
• Flexibility to adapt and change; ability to go the extra mile to bring success to ZYTO
• Good listening skills and strong interpersonal communication
• Self-motivated with ability to take ownership of assigned tasks
• Desire to work in a team-based environment and contribute as a team player

MINIMUM QUALIFICATIONS AND EXPERIENCE

• High School Diploma or GED required
• 1 year of experience in customer service, technical support, professional services, or related functions
• Fluent in reading, writing, and speaking English; Spanish or other language skills a plus
• Ability to maintain the trust and support of the executive team while maintaining a professional demeanor and appearance
• Ability to work independently and under pressure to resolve client issues

BENEFITS, PERKS & PAY

• 4-day work week (Monday–Thursday, 7:00 AM–5:00 PM) — enjoy a 3-day weekend every week!
• Medical, dental, vision benefits
• 401k Plan
• Company lunches and activities every month

Job Title: Customer Support & Account Services Representative

Reports To: Manager, Customer Success

Pay Range: $20-$25/hour DOE

Hours: Monday–Thursday, 7:00 AM–5:00 PM 4-day work week in-office (Lehi)