Deskripsi Pekerjaan
Join our award-winning support team at TechSolutions Indonesia and become the hero behind our customer success story! We're seeking passionate Support Specialists to deliver exceptional technical assistance across Solo, Surabaya, Jogjakarta, Kediri, and remote locations. You'll troubleshoot complex issues, drive customer satisfaction, and help shape our support evolution while enjoying competitive benefits and career growth opportunities.
Tanggung Jawab
- Resolve technical inquiries via phone, email, and chat with 95%+ customer satisfaction targets
- Collaborate with development teams to escalate critical bugs and improve product features
- Create and maintain comprehensive knowledge base articles and troubleshooting guides
- Monitor support metrics (SLA, CSAT) and implement optimization strategies
- Train junior staff on advanced troubleshooting methodologies and tools
- Conduct proactive outreach to high-value enterprise clients
- Lead weekly support team meetings and improvement workshops
Kualifikasi
- 3+ years experience in technical support or customer service roles
- Expertise in Windows/Linux systems, networking fundamentals, and cloud platforms
- ITIL Foundation certification or equivalent process knowledge
- Fluent in Bahasa Indonesia with professional English proficiency
- Experience with Zendesk, Freshdesk, or similar CRM platforms
- Strong analytical skills with data-driven problem-solving approach
- Ability to work independently in remote environments
- Portfolio demonstrating successful support system implementations