Technical Support Engineering

16 hours ago

Yogyakarta, Indonesia SoftwareSeni Full time

SoftwareSeni is a Software Development Company based in Yogyakarta & Sydney, Australia. We have been designing and developing phone apps, websites, and mobile experiences. We love solving tough problems - from user experience to design and code.

We build enterprise web-based solutions for clients all over the world, from Australia, Indonesia, Europe, Africa, and America. Our clients from Indonesia: Astra International, Traveloka, Angkasa Pura, Peduli Anak Foundation. Our clients from Australia: Bike Exchange, Downsizing, Red Balloon, Sectara, and many more.

What will you get?
- **Competitive Salary.** We believe that salary is one of the main factors that keep the employee in the company, therefore we can guarantee a competitive salary for our Staff.
- **Work arrangement**. Hybrid working arrangements at Yogyakarta Office (a flexible work model that supports a blend of in-office, remote, and on-the-go workers).
- **Career Development & Training.** We have a wonderful onboarding process where we help a new team member to get familiar with the way we work.
- **Reasonable & Flexible Schedules.** We are encouraging a culture where people can have a good work-life balance. Our schedules are pretty flexible. Need to run an errand in the middle of the day? Totally cool.
- **English Class.** Working in SoftwareSeni means that you would get massive improvement on your English, both spoken and written guarantee
- **Annual Leave entitlement.** 12 working days which can be taken after 3 months of joining.
- **Salary Review Twice a year.** **We will review your salary twice annually in December and June. So, you can focus on work and improve your performance every day.
- **Relocation Allowance**. We provide a relocation allowance if you do not live in Yogyakarta. The allowance will cover moving costs for you and your family.
- **WFH Activities.** **We provide fun icebreaker activities in the middle of our working hours to chill and build relationships with all of the staff. Sounds fun, right?
- **Birthday Leave.** **We also want to celebrate our staff happiest day by giving them half-day leave on their birthday.

**Role Overview**:
**Skills & Requirement**:

- Minimum 2+ years' experience of technical support experience.
- Strong written and verbal and troubleshooting skills
- A basic understanding of web technologies including HTML5, CSS, JavaScript, MySQL, and Excel.
- A great understanding of how websites are put together using different content management systems (eg Wordpress, Squarespace, Wix etc)
- Customer service oriented.
- Relevant Degrees (Associate Degree and/or Bachelor Degree).
- Technically minded, with some experience/understanding of different areas of digital (for example Google Analytics, User Experience, frontend development, web design, etc)
- Ideally a good design eye for the visual display of content on websites and (whilst not needing to be a designer) are confident in using page builders to set up great-looking web pages
- Be curious about data and keen to learn SQL queries.
- Highly detailed orientated and writing detailed handover points on any specific issue raised by the customer when escalating to a senior team member.

**Responsibility**:

- Work as a team to investigate and resolve issues.
- Reproduce customer environment and run tests.
- Manage and address electronic tickets efficiently.
- Liaise between sales team, customer success team, and customers to properly address customer problems.
- Communicating with clients via the software product’s inbuilt support module.
- Troubleshoot and configure software.
- Ensuring that event registration and donation forms set up by your team are correctly storing data in useable formats.

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