Deskripsi Pekerjaan
Join our award-winning customer support team at TechSolutions Indonesia! We're seeking a passionate Support Specialist to deliver exceptional experiences for our growing client base. As a key ambassador of our brand, you'll resolve inquiries with precision, empathy, and technical expertise while contributing to our industry-leading satisfaction rates. Enjoy competitive compensation, comprehensive training, and a collaborative work environment in our modern Jakarta headquarters.
Tanggung Jawab
- Handle customer inquiries via email, chat, and phone with 95%+ resolution rate
- Troubleshoot technical issues for enterprise clients using diagnostic tools
- Document cases accurately in CRM systems and escalate complex issues
- Collaborate with product teams to identify service improvement opportunities
- Maintain detailed knowledge base articles and training materials
- Monitor support metrics and implement quality enhancement strategies
- Train new agents on service protocols and best practices
Kualifikasi
- Min. 2 years in technical/customer support roles
- Proficiency in English and Bahasa Indonesia (written/spoken)
- Experience with Zendesk, Freshdesk, or similar CRM platforms
- Strong analytical skills with problem-solving aptitude
- Certification in ITIL or customer service is advantageous
- Ability to work under pressure during peak service periods
- Attention to detail with excellent documentation habits
- Proven track record of exceeding client satisfaction targets