Deskripsi Pekerjaan
Are you a dedicated problem solver looking to make a tangible impact in the technology sector? Pacific Tech is seeking a skilled Support Engineer to join our expanding team. In this pivotal role, you will serve as the first point of contact for our valued clients, ensuring their technical needs are met with precision, empathy, and efficiency.
As a Support Engineer, you will be responsible for handling front-line inquiries via email, phone, and live chat. Your expertise will be crucial in diagnosing and troubleshooting complex product configuration and functional issues. We are looking for a candidate who thrives in a fast-paced environment and possesses a deep understanding of technical systems. If you are passionate about delivering exceptional customer service and solving technical puzzles, we want to hear from you.
Tanggung Jawab
- Provide exceptional front-line technical support to customers via email, phone, and live chat channels.
- Diagnose, troubleshoot, and resolve product configuration and functional issues efficiently.
- Communicate complex technical solutions clearly to non-technical users in a friendly and professional manner.
- Log and track all customer interactions and issue resolutions within the support ticketing system.
- Collaborate closely with the product and engineering teams to identify and report recurring bugs or process gaps.
- Stay up-to-date with the latest product features and updates to provide accurate and relevant assistance.
- Escalate critical incidents to senior engineers when immediate resolution cannot be achieved.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related technical field.
- Proven experience working as a Technical Support Engineer, Help Desk Specialist, or Customer Support Engineer.
- Strong working knowledge of network protocols, operating systems, and software configurations.
- Excellent verbal and written communication skills with a customer-centric attitude.
- Ability to manage multiple tickets simultaneously while maintaining high-quality service standards.
- Familiarity with IT service management tools and ticketing software (e.g., Zendesk, Jira) is highly desirable.
- A proactive approach to problem-solving and a willingness to learn new technologies quickly.