Deskripsi Pekerjaan
Join our dynamic team as a Senior Customer Support Specialist! InnovateTech Solutions Indonesia is seeking an experienced professional to deliver exceptional customer experiences while driving operational excellence. You'll be the backbone of our customer satisfaction initiatives, working with cutting-edge technology in a collaborative environment.
What We Offer:
- Comprehensive health benefits and wellness programs
- Professional development certifications
- Flexible hybrid work arrangements
- Performance-based bonuses
Tanggung Jawab
- Manage complex customer escalations with resolution-focused approach
- Develop and maintain comprehensive knowledge base documentation
- Train junior support staff on best practices and tools
- Analyze support metrics to identify improvement opportunities
- Collaborate with product teams to address systemic issues
- Implement quality assurance processes for support interactions
- Lead cross-functional projects to enhance customer journey
Kualifikasi
- Minimum 3 years in technical/customer support role
- Proven expertise in CRM systems (Salesforce preferred)
- Advanced troubleshooting skills across digital platforms
- Fluency in Bahasa Indonesia and English (written/spoken)
- Certification in ITIL or equivalent framework
- Experience with ticketing systems (Zendesk/Jira)
- Strong analytical and data interpretation abilities
- Exceptional conflict resolution and communication skills