job description
Kickstart your career in IT and Customer Support with Foundever! We’re hiring Tech Support Agents for both non-voice (email/chat) and voice-based roles—no prior experience required! This is the perfect opportunity for fresh IT graduates or tech-savvy individuals eager to grow in a dynamic, global environment.
As part of our team, you’ll provide world-class technical assistance to clients of Shaw, a leading telecommunications provider. Whether troubleshooting via email or guiding customers over the phone, you’ll develop in-demand skills in IT support, problem-solving, and customer service. Enjoy a supportive work culture, competitive compensation, and career advancement opportunities in Bali’s vibrant tech hub.
If you’re passionate about technology, detail-oriented, and eager to learn, we want to hear from you! Apply today and take the first step toward a rewarding career in IT support.
Responsibility
- Provide technical support to customers via email, chat, or phone for Shaw’s products and services.
- Diagnose and resolve hardware, software, and network-related issues with clear, step-by-step guidance.
- Document all customer interactions and solutions in the ticketing system for tracking and quality assurance.
- Collaborate with senior support teams to escalate complex issues and ensure timely resolution.
- Maintain a professional and empathetic demeanor while handling customer inquiries and complaints.
- Stay updated on product knowledge and industry trends to deliver accurate support.
- Meet or exceed performance metrics (e.g., response time, resolution rate, customer satisfaction).
- Participate in training sessions to enhance technical and communication skills.
Qualifications
- No prior experience required—open to fresh IT graduates or career changers with a passion for tech.
- Strong written and verbal communication skills in English (neutral accent preferred for voice roles).
- Basic knowledge of computer systems, networking, or troubleshooting (a plus but not mandatory).
- Ability to multitask and work efficiently in a fast-paced environment.
- High school diploma or equivalent; IT-related degree is advantageous.
- Willingness to work in shifting schedules (including nights/weekends if required).
- Problem-solving mindset with a customer-first approach.
- Reliable internet connection and a quiet workspace for remote/hybrid roles.