Deskripsi Pekerjaan
Are you a natural problem-solver with a passion for bridging the gap between complex technical solutions and client success? We are seeking a dedicated Client Support Engineer to join our dynamic team in the Central Region. In this role, you will serve as the primary technical liaison, acting as the voice of our company while ensuring our clients receive top-tier, efficient, and reliable support.
As a Client Support Engineer, you will navigate intricate technical challenges, troubleshoot software/system issues, and develop creative solutions that drive customer satisfaction and retention. You will work closely with internal product and engineering teams to escalate issues and advocate for the client experience, playing a pivotal role in our ongoing growth and service excellence.
This position is ideal for someone who thrives in a fast-paced environment and possesses the technical acumen to simplify complex information for non-technical stakeholders.
Tanggung Jawab
- Serve as the primary point of contact for clients, providing expert technical guidance and incident resolution.
- Troubleshoot and debug technical issues via email, phone, and ticketing systems to ensure SLA compliance.
- Document technical issues, workflows, and solutions in our internal knowledge base to improve team efficiency.
- Collaborate with engineering and product teams to identify recurring bugs and suggest functional improvements.
- Proactively monitor client system health and provide status updates on ongoing incidents.
- Develop and maintain strong professional relationships with key client stakeholders.
- Participate in periodic system performance reviews to ensure optimal client experience.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
- At least 2-3 years of experience in a technical support, help desk, or client-facing engineering role.
- Strong problem-solving skills with a logical approach to troubleshooting complex technical ecosystems.
- Proficiency in networking concepts, API integrations, and database querying (SQL).
- Excellent verbal and written communication skills, with the ability to explain technical concepts to a diverse audience.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
- Strong customer-centric mindset with a commitment to high service standards.