Deskripsi Pekerjaan
Join our elite Customer Support team at TechNexus Indonesia where innovation meets exceptional service. We're seeking a dedicated Support Specialist to deliver world-class technical assistance to our growing clientele. Work in a dynamic, collaborative environment that values problem-solving excellence and continuous learning. Enjoy competitive benefits, flexible work arrangements, and opportunities for career advancement in Southeast Asia's fastest-growing tech hub.
Tanggung Jawab
- Provide Tier 2-3 technical support via phone, email, and chat for enterprise software solutions
- Diagnose and resolve complex system issues with minimal supervision
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides
- Collaborate with engineering teams to escalate critical bugs and suggest product improvements
- Monitor support ticket queues and maintain SLA compliance metrics
- Train junior support staff on advanced troubleshooting methodologies
- Analyze customer feedback trends to identify service enhancement opportunities
Kualifikasi
- Minimum 3 years experience in enterprise-level technical support
- Expert proficiency in cloud platforms (AWS/Azure/GCP) and SaaS applications
- Certification in ITIL or CompTIA Network+ preferred
- Fluency in Bahasa Indonesia and business-level English
- Advanced diagnostic skills for Windows/Linux environments
- Experience with CRM systems (Salesforce) and ticketing platforms (Zendesk)
- Exceptional written communication with ability to create technical documentation
- Proven ability to handle high-pressure situations with multiple stakeholders