Deskripsi Pekerjaan
Join TechNexus Indonesia as a Senior Customer Support Specialist and become the voice of excellence for our growing tech community. We're seeking a passionate professional to deliver exceptional support experiences that drive customer loyalty and business growth. In this pivotal role, you'll resolve complex technical inquiries while mentoring junior team members and optimizing support workflows. Enjoy competitive benefits, continuous learning opportunities, and a dynamic work culture that values innovation and collaboration.
Tanggung Jawab
- Manage high-priority customer tickets via multiple channels (chat, email, phone) with 95% SLA adherence
- Develop and maintain comprehensive knowledge base articles for self-service solutions
- Lead root cause analysis for recurring technical issues and implement preventive measures
- Train and coach new support specialists on product knowledge and best practices
- Collaborate with engineering teams to escalate critical bugs and feature requests
- Analyze support metrics to identify improvement opportunities and implement process enhancements
- Conduct quarterly customer satisfaction surveys and report actionable insights
Kualifikasi
- Minimum 3 years experience in technical/customer support roles within SaaS/Tech industry
- Expert troubleshooting skills for Windows/macOS, mobile devices, and cloud services
- Fluency in Bahasa Indonesia and English (both written and verbal)
- Certification in ITIL, Google Cloud, or Microsoft Azure preferred
- Proficiency with CRM tools (Zendesk, Freshdesk) and ticketing systems
- Demonstrated experience in mentoring and knowledge sharing initiatives
- Strong analytical skills with ability to interpret customer feedback data
- Ability to work rotating shifts including weekend coverage