Deskripsi Pekerjaan
Join our award-winning customer support team at TechSolutions Indonesia! We're seeking a dedicated Customer Support Specialist to deliver exceptional service to our growing client base. This role offers competitive compensation, comprehensive benefits, and clear career advancement paths in a dynamic tech environment.
As a key member of our support ecosystem, you'll resolve inquiries efficiently while maintaining our industry-leading satisfaction scores. Our culture emphasizes continuous learning and work-life balance through hybrid work options and professional development stipends.
Tanggung Jawab
- Handle customer inquiries via phone, email, and live chat with 95%+ resolution rate
- Document support cases in Zendesk and maintain accurate ticket histories
- Collaborate with engineering teams to escalate technical issues effectively
- Develop troubleshooting guides for common customer challenges
- Monitor support metrics and contribute to process improvement initiatives
- Train new support staff on product knowledge and service standards
- Participate in monthly customer satisfaction reviews
Kualifikasi
- Minimum 2 years experience in customer support or technical support roles
- Fluency in Bahasa Indonesia and English (written and spoken)
- Proficiency with CRM systems (Zendesk, Freshdesk, or similar)
- Strong problem-solving abilities with logical troubleshooting approach
- Exceptional communication and conflict resolution skills
- Certification in ITIL or equivalent service management preferred
- Experience with SaaS products or tech industry background
- Ability to work rotating shifts including weekends