Job Responsibilities:
- Provide 1st / 2nd level of helpdesk support to our international clients via phone, chats, or emails in a timely and professional manner.
- Ensure incidents are logged and updated in the Zendesk ticketing system.
- Monitor all ticket statuses in Zendesk and ensure issues are followed through and closed satisfactorily.
- Build a good rapport with clients.
- Learn and achieve a good understanding of product features.
- Diagnose and resolve technical problems, escalate complex issues to appropriate teams when necessary.
- Guide customers through troubleshooting steps and provide clear and concise instructions.
- Document customer interactions, technical solutions, and troubleshooting steps.
- Collaborate with cross-functional teams, including Engineering and Product Management, to resolve technical issues and improve product functionality.
- Perform testing tasks based on Use Case scenarios.
- Work in Batam/Bandung office
- No hybrid/remote/WFH options
- Job Requirements:
- Good command of English is a must.
- Educational background in IT software is required.
- Knowledge of support framework best practices.
- Minimum of 2 years of experience in a technical customer support or application customer support role, preferably in a software or technology company.
- Strong technical aptitude and troubleshooting skills, with the ability to analyze and solve complex technical problems.
- Excellent communication skills, both written and verbal, with the ability to communicate technical information to non-technical users effectively.
- Ability to work independently and collaboratively in a fast-paced environment.
- Proficiency in using SQL commands.
- Proficiency in using a ticketing system such as Zendesk will be an advantage.
- Ability to communicate (verbally and in writing) with Mandarin-speaking clients will be an advantage.
- Willingness to work overtime when necessary.
Other Info:
- 5 days work per week
- Job Types: Full-time, Contract
- Insurance
