Deskripsi Pekerjaan
Join our dynamic team at TechFlow Indonesia as a Customer Support Specialist and become the voice of innovation! We're seeking passionate individuals who thrive in fast-paced environments to deliver exceptional support experiences. At TechFlow, we combine cutting-edge technology with human-centric solutions to empower our clients across Southeast Asia. This role offers growth opportunities in a collaborative culture where your problem-solving skills directly impact customer satisfaction and business success.
Our Jakarta headquarters features state-of-the-art facilities, flexible work arrangements, and comprehensive training programs. You'll work alongside industry experts while enjoying competitive benefits including health insurance, performance bonuses, and professional development funds.
Tanggung Jawab
- Provide multi-channel support (email, chat, phone) to resolve technical issues with 95% first-contact resolution rate
- Document and escalate complex cases using Zendesk and Jira systems
- Collaborate with engineering teams to identify product improvement opportunities
- Maintain detailed knowledge base articles and troubleshooting guides
- Monitor SLA metrics and proactively address customer concerns
- Train new support staff on product knowledge and support protocols
- Analyze support trends to contribute to product enhancement roadmaps
Kualifikasi
- Minimum 2 years in customer support or technical support role
- Proficiency in Bahasa Indonesia and English (both written and verbal)
- Experience with CRM systems (Zendesk, Freshdesk) and ticket management
- Strong problem-solving abilities with logical troubleshooting approach
- Certification in ITIL or similar support framework preferred
- Ability to work rotating shifts including weekends
- Experience with SaaS products or cloud platforms
- Excellent communication skills with empathy and patience