Deskripsi Pekerjaan
Join our elite support team at TechSolutions Indonesia and become the hero behind our seamless customer experiences! We're seeking a passionate Technical Support Specialist to deliver world-class assistance to our growing client base across Indonesia. This hybrid role combines remote flexibility with occasional on-site collaboration in our state-of-the-art Surabaya office. You'll be instrumental in resolving complex technical challenges while contributing to our culture of innovation and customer obsession.
Our ideal candidate thrives in dynamic environments, possesses exceptional problem-solving skills, and shares our commitment to excellence. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth in Indonesia's fastest-growing tech sector.
Tanggung Jawab
- Diagnose and resolve technical issues via phone, email, and chat with 95% customer satisfaction rate
- Develop and maintain comprehensive knowledge base documentation
- Collaborate with engineering teams to escalate complex system issues
- Monitor support metrics and implement continuous improvement strategies
- Train junior support staff on troubleshooting methodologies
- Conduct periodic system health checks and preventative maintenance
- Manage customer relationships through proactive follow-up and feedback collection
Kualifikasi
- Min. 3 years experience in technical/customer support role
- Expert proficiency in Windows/Linux operating systems
- Strong knowledge of networking fundamentals and security protocols
- Certification in ITIL or CompTIA A+ preferred
- Fluent in Bahasa Indonesia with excellent written communication skills
- Experience with Zendesk, Freshdesk, or similar support platforms
- Ability to work independently and manage multiple priorities
- Proven track record in reducing average resolution time