Customer Support Specialist

4 days ago


Jakarta, Indonesia RecruiterPal Full time

COMPANY DESCRIPTION

If you are intellectually curious by nature, and believe in the power of technology to change peoples' lives, we would love to have a conversation with you.

DESIGNATION : Customer Support Specialist

RESPONSIBILITIES

We are on a lookout for a Customer Support Specialist to provide enterprise-level assistance for the project implementations of our software platform.

To qualify for the role, we are looking for someone who is responsible, enjoys assisting people and is able to explain technical details in lay man terms. Training for the platform will be provided and we look forward to empower you to provide reliable, timely and accurate assistance to our clients.

Responsibilities Include:

- Identify solutions to software / platform issues
- Diagnose and troubleshoot technical issues, including account setup
- Ask customers targeted questions to quickly understand the root of the problem
- Track ticketed issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal technical teams
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritise and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain a trusted relationship with clients

QUALIFICATIONS
- Proven work experience in a role with enterprise customer interaction is preferred but not necessary
- Hands-on experience with Windows / Mac OS environments
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal



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