Customer Support

1 week ago

Bali, Indonesia PT Futurity Marketing International Full time
Position Overview

Eagle Protect Security is seeking an enthusiastic, solution-oriented Customer Support Staff member with a foundational understanding of cybersecurity and IT. You will be the frontline representative providing technical and non-technical assistance to our customers (businesses and individuals) who utilize our cybersecurity products, such as antivirus software, firewalls, VPNs, and network monitoring services. Your primary goals are to ensure customers can use our products optimally, quickly resolve their technical issues, and enhance overall customer satisfaction.


Key Responsibilities

1. Technical Support and Troubleshooting

  • Respond to and resolve customer technical inquiries and issues related to the installation, configuration, functionality, and troubleshooting of Eagle Protect security products (via phone, email, and live chat).
  • Identify and diagnose the root cause of technical issues such as unexpected network blocks, antivirus software conflicts, or VPN access problems.
  • Provide clear, step-by-step guidance to customers, including those without a technical background, to resolve their product issues.
  • Maximize the process of first-call resolution.

2. Information Management and Escalation

  • Accurately record and manage all customer interactions, cases, and resolutions within the ticketing/CRM system.
  • Develop and maintain a Knowledge Base and FAQ for common issues.
  • Escalate advanced technical problems (Level 2/3) or suspected cybersecurity incidents (such as indications of malware or intrusions) to the Security Analyst or IT Engineering teams with comprehensive detail.

3. Communication and Customer Service

  • Provide accurate and detailed information regarding product features, updates, and company policies (e.g., licensing and warranty).
  • Build positive customer relationships through empathetic, patient, and professional communication, especially when handling sensitive security emergencies.
  • Gather customer feedback on products and services to report to the Product Development team.

Qualifications and Skills

Basic Requirements

  • Minimum of 1 year of experience in a Customer Support or IT Helpdesk position.
  • Excellent verbal and written communication skills in both Indonesian and English.
  • Proficient in using CRM systems, Helpdesk ticketing software, and MS Office/Google Workspace tools.
  • Ability to work under pressure and resolve issues efficiently in a fast-paced environment.

Technical Skills (Required)

  • Foundational understanding of computer networking concepts (TCP/IP, DNS, Firewall, Router).
  • Basic knowledge of cybersecurity threats (e.g., malware, phishing, ransomware).
  • Familiarity with Operating Systems (Windows, macOS) and ability to perform basic software troubleshooting.

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