Deskripsi Pekerjaan
Join our dynamic team as a Senior Customer Support Specialist at TechSolutions Indonesia! We're seeking a passionate problem-solver to deliver exceptional customer experiences in our fast-growing tech startup. You'll be the frontline hero resolving complex technical issues while driving customer satisfaction to new heights. Enjoy competitive benefits, flexible work arrangements, and opportunities for career growth in a collaborative environment.
We value innovation and proactive thinking – you'll help shape our support strategies while mentoring junior team members. If you thrive in challenging situations and love turning customer frustration into delight, this role is perfect for you!
Tanggung Jawab
- Resolve complex technical issues via phone, email, and live chat with 95% first-contact resolution rate
- Document cases meticulously in Zendesk and contribute to knowledge base improvements
- Collaborate with engineering teams to escalate critical bugs and feature requests
- Mentor 3+ junior support agents through training sessions and shadowing
- Analyze support metrics to identify trends and implement process optimizations
- Conduct quarterly customer satisfaction reviews with key enterprise clients
- Develop training materials for new product launches and feature updates
Kualifikasi
- Minimum 3 years experience in technical customer support roles
- Proficiency in Zendesk, Jira, and CRM platforms
- Fluent in Bahasa Indonesia and English (written/spoken)
- Strong analytical skills with ability to troubleshoot complex systems
- Certification in ITIL or similar service management framework preferred
- Experience with SaaS products and cloud infrastructure basics
- Proven ability to handle high-pressure situations with empathy
- Excellent presentation skills for conducting training sessions