Deskripsi Pekerjaan
Join our elite technical support team at InnovateTech Solutions, where innovation meets customer excellence. We're seeking a passionate Spesialis Dukungan Teknis Senior to deliver world-class support experiences to our enterprise clients. This hybrid role combines deep technical troubleshooting with proactive customer relationship management in a fast-paced SaaS environment.
As a key member of our Customer Success division, you'll resolve complex technical challenges while driving customer retention and satisfaction. Our ideal candidate thrives in problem-solving scenarios and possesses exceptional communication skills to bridge technical concepts with non-technical stakeholders.
Tanggung Jawab
- Diagnose and resolve complex technical issues across our cloud-based platform with 95% first-contact resolution
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides
- Collaborate with engineering teams to escalate critical bugs and feature requests
- Proactively monitor client systems to identify and prevent potential service disruptions
- Conduct quarterly health checks for top-tier enterprise accounts
- Mentor junior support staff through peer review sessions and shadowing programs
- Analyze support metrics to identify process improvement opportunities
Kualifikasi
- Minimum 3 years enterprise-level technical support experience in SaaS environments
- Expert proficiency in Linux/Windows server administration and cloud technologies (AWS/Azure)
- Certification in ITIL, CompTIA Network+, or equivalent technical certification
- Fluency in Bahasa Indonesia and business-level English communication
- Advanced troubleshooting skills with network protocols (TCP/IP, DNS, HTTP/S)
- Experience with CRM systems (Salesforce) and ticketing platforms (Zendesk)
- Proven ability to de-escalate frustrated customers while maintaining service excellence