IT Technical Support

2 days ago


Jakarta, Indonesia Transcosmos Indonesia PT Full time

Serve as primary contact for Client worldwide enterprise customers and partners requiring technical assistance.
- Resolve technical problem and answer queries by chat, telephone and web portal.
- Diagnose, identify, isolate and analyze problems utilizing technical knowledge, historical incident records and knowledge base.
- Record, maintain and update customer support incidents
- Escalate more involved problems to the appropriate Tier 2 team.
- Respond to customer inquiries and technical problem through web portal, live sessions, and telephone.
- Document all technical inquiries.
- Develop review content for knowledge sharing for both internal purposes and customer facing platforms.
- Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company
- At least 1-3 years experience in Technical support or a position of similar nature.
- 3+ years of experience at SaaS or security vendor in a consultancy or advisory role.
- Strong technical troubleshooting skills and problem solving.
- Through knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows Server.
- Basic Networking including Firewalls & Proxy servers.
- Capable of understanding the technical aspects of complex system.
- Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause.
- Experience of directly supporting enterprise-level customers.
- Must be able to work independently as well as with others, as part of a domestic and international team.
- Excellent time management, decision making, prioritization, and organization skills.
- Participate in on-call rotation basis in order to provide 24/7 support for the customers.
- Ability and desire to quickly learn products and technologies.
- Passion for providing world-class customer service.
- Must have excellent communication skills and passion for providing world
- class service.
- Proficiency in English both written and spoken
- Nice to have Client experience


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