Deskripsi Pekerjaan
Join our award-winning customer support team and become the hero of our clients' experience! Teknologi Solusi Nusantara is seeking a passionate Senior Support Specialist to deliver exceptional service to our growing client base. You'll be the first point of contact for resolving technical inquiries, troubleshooting complex issues, and implementing innovative solutions. Enjoy a collaborative work environment with cutting-edge tools, continuous learning opportunities, and competitive benefits package. Be part of a company that values your growth and empowers you to make a real impact!
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and chat with 95% satisfaction rate
- Diagnose and resolve technical issues across software/hardware platforms with minimal escalation
- Document all interactions in CRM system with detailed resolution notes and improvement suggestions
- Develop and maintain comprehensive knowledge base articles and training materials
- Collaborate with engineering team to identify recurring issues and implement preventive solutions
- Mentor junior support staff and conduct weekly performance reviews
- Analyze support metrics to identify trends and propose process optimization
Kualifikasi
- Minimum 3 years in technical customer support role with SaaS industry experience
- Expert troubleshooting skills across Windows/macOS/Linux environments
- Fluency in Bahasa Indonesia and English (written/spoken)
- Proficiency in Zendesk, Freshdesk, or similar CRM platforms
- Certification in ITIL, CompTIA A+, or equivalent technical qualification
- Strong analytical skills with data-driven problem-solving approach
- Exceptional communication with ability to de-escalate complex situations
- Experience with remote team collaboration tools (Slack, Microsoft Teams)