Deskripsi Pekerjaan
Are you a tech-savvy professional with a passion for problem-solving? Our team is looking for a dedicated Technical Customer Service Representative to join our fast-paced environment in Jakarta Selatan. As the primary link between our valued users and our internal technical engineering team, you will play a pivotal role in ensuring seamless product experiences.
In this role, you will diagnose technical issues, translate complex user concerns into actionable tickets for our developers, and maintain a high level of customer satisfaction. If you are a clear communicator who thrives on troubleshooting and wants to grow within the Information Technology sector, we invite you to apply and build your career with us.
Tanggung Jawab
- Serve as the primary point of contact for technical inquiries via email, chat, and ticketing systems.
- Investigate and troubleshoot user-reported issues, providing accurate solutions or workarounds.
- Escalate complex technical bugs to the engineering team with detailed reproduction steps and documentation.
- Maintain clear and professional communication with users regarding ticket status and resolution progress.
- Develop and update internal knowledge base articles and FAQ documentation to improve self-service support.
- Analyze support trends to identify recurring issues and suggest proactive product improvements to stakeholders.
- Ensure compliance with service level agreements (SLAs) regarding response and resolution times.
Kualifikasi
- Minimum Diploma or Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 1-2 years of experience in technical support, helpdesk, or customer success roles.
- Strong understanding of web technologies, mobile applications, and basic API concepts.
- Exceptional verbal and written communication skills in both Indonesian and English.
- Proven ability to break down complex technical information for non-technical users.
- Analytical mindset with strong problem-solving and troubleshooting capabilities.
- Ability to work effectively under pressure in a fast-moving, contract-based environment.