Deskripsi Pekerjaan
Join our award-winning support team at TechNexus Indonesia! We're seeking a passionate Senior Customer Support Specialist to deliver exceptional experiences for our enterprise clients. This hybrid role combines technical troubleshooting with relationship-building in a fast-paced SaaS environment. Enjoy competitive benefits, flexible work arrangements, and opportunities for career growth.
Why You'll Love Working Here:
- Modern office in Jakarta CBD with rooftop lounge
- Annual wellness stipend and learning budget
- Quarterly team retreats and innovation hackathons
- Clear career progression paths to leadership
Tanggung Jawab
- Resolve Tier 2-3 technical issues via email, chat, and video calls
- Develop and maintain comprehensive knowledge base articles
- Collaborate with engineering teams to escalate product bugs
- Train junior support staff on advanced troubleshooting
- Analyze support metrics to identify improvement opportunities
- Lead customer onboarding for high-value enterprise clients
- Implement proactive support strategies to reduce ticket volume
Kualifikasi
- Minimum 3 years in technical/customer support roles
- Expertise in SaaS platforms (Salesforce/HubSpot preferred)
- Fluent in Bahasa Indonesia and English (written/spoken)
- Certification in ITIL or Help Desk management
- Advanced troubleshooting for cloud infrastructure issues
- Experience with CRM and ticketing systems (Zendesk/Jira)
- Strong analytical skills with data-driven approach
- Ability to remain calm under high-pressure situations