job description
Join Cognizant, a global leader in digital transformation and IT services, as a Hybrid Technical Support Specialist (TSR) in the breathtaking island of Bali, Indonesia. In this dynamic role, you’ll be the frontline expert resolving technical issues, delivering exceptional customer service, and ensuring seamless operations for our diverse clientele across industries. Cognizant empowers businesses with cutting-edge solutions, and as part of our team, you’ll play a pivotal role in driving innovation while enjoying the perfect blend of professional growth and Bali’s vibrant lifestyle.
This hybrid position offers the flexibility to work remotely while collaborating with a global team, allowing you to balance productivity with Bali’s stunning beaches, cultural richness, and world-class amenities. Whether you’re troubleshooting software, guiding users through technical challenges, or documenting solutions, your expertise will directly impact customer satisfaction and business success. If you’re passionate about technology, thrive in a collaborative environment, and seek a career that combines professional excellence with an unparalleled work-life balance, this opportunity is for you.
At Cognizant, we foster a culture of continuous learning, diversity, and inclusion. You’ll have access to training programs, career advancement opportunities, and a supportive network of professionals. Plus, enjoy the perks of working in Bali—from coworking spaces in Canggu to serene retreats in Ubud—while contributing to a company that shapes the future of digital innovation.
Responsibility
- Provide first-level technical support to clients via phone, email, or chat, diagnosing and resolving hardware, software, and network issues efficiently.
- Troubleshoot and escalate complex technical problems to higher-level support teams, ensuring timely resolution and minimal downtime.
- Maintain detailed records of customer interactions, issues, and solutions in our ticketing system to improve service quality and knowledge base.
- Collaborate with cross-functional teams, including IT, engineering, and customer success, to enhance product performance and user experience.
- Guide users through technical processes, such as software installations, configurations, and system updates, with clear and patient communication.
- Monitor and respond to system alerts, proactively identifying potential issues before they impact customers.
- Participate in training sessions and workshops to stay updated on emerging technologies, tools, and best practices in technical support.
- Contribute to the development of support documentation, FAQs, and knowledge articles to empower users and reduce support volume.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 1-2 years of experience in technical support, IT helpdesk, or a customer-facing technical role.
- Proficiency in troubleshooting hardware, software, and network issues, with a strong understanding of operating systems (Windows, macOS, Linux).
- Familiarity with remote support tools, ticketing systems (e.g., Zendesk, ServiceNow), and basic scripting or automation is a plus.
- Excellent communication skills in English, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving abilities and a customer-centric mindset, with a passion for delivering exceptional service.
- Ability to work independently in a hybrid environment while collaborating effectively with global teams.
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator are advantageous.