Deskripsi Pekerjaan
Are you a tech-savvy professional passionate about delivering seamless user experiences? N-PAX Group is seeking a dedicated Product Support Specialist to join our dynamic team in Bonifacio Global City. In this role, you will be the backbone of our IT service delivery, acting as a bridge between complex technical systems and our end-users.
As a Product Support Specialist, you will not just be resolving tickets; you will be instrumental in improving system reliability, optimizing workflows, and ensuring that our product ecosystem performs at its peak. If you thrive in a fast-paced environment and take pride in your problem-solving capabilities, this is the perfect opportunity to grow your career with a forward-thinking organization.
Tanggung Jawab
- Provide tier-2 technical support to resolve complex user escalations and product-related inquiries.
- Analyze system logs and performance metrics to identify recurring issues and implement long-term solutions.
- Collaborate with the engineering and development teams to communicate bugs and feature requests effectively.
- Maintain comprehensive documentation, including FAQs, user guides, and troubleshooting manuals.
- Monitor system health and perform proactive maintenance to minimize downtime.
- Assist in the deployment and configuration of software updates for internal and external clients.
- Conduct user training sessions to ensure high adoption rates and self-sufficiency among clients.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 2 years of experience in product support, help desk, or technical customer service.
- Strong proficiency in troubleshooting web-based applications and software platforms.
- Working knowledge of SQL and API troubleshooting tools (Postman, etc.).
- Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders.
- Strong analytical mindset with a passion for process improvement and system optimization.
- Ability to work independently in a fast-paced environment and manage competing priorities effectively.