job description
Join Foundever as an IT Support Specialist (BPO) and kickstart your career in the dynamic world of IT and customer service! This role is perfect for recent SHS/IT graduates or entry-level professionals eager to develop technical and problem-solving skills in a global BPO environment.
As part of our team, you will play a crucial role in ensuring seamless customer experiences by addressing technical queries, troubleshooting issues, and providing top-tier support. You’ll work in a collaborative setting, gaining hands-on experience with IT systems, customer service best practices, and escalation management.
This is a fantastic opportunity to grow your career in Bali’s thriving tech and outsourcing industry, with competitive compensation, training, and career advancement opportunities.
Responsibility
- Provide first-level technical support to customers via phone, email, or chat, ensuring timely and accurate resolution of IT-related issues.
- Troubleshoot hardware, software, and network problems, guiding users through step-by-step solutions.
- Escalate complex technical issues to higher-tier support teams while maintaining clear communication with customers.
- Document customer interactions, solutions, and feedback in the company’s ticketing system for continuous improvement.
- Assist in setting up, configuring, and maintaining IT equipment and software for end-users.
- Collaborate with cross-functional teams to identify recurring issues and contribute to knowledge base articles.
- Deliver exceptional customer service by maintaining a professional, patient, and empathetic approach.
- Stay updated on the latest IT trends, tools, and best practices to enhance support quality.
Qualifications
- High School Diploma (SHS) or Bachelor’s degree in IT, Computer Science, or a related field (fresh graduates are welcome!).
- Basic knowledge of computer hardware, software, and networking concepts.
- Strong problem-solving skills and the ability to think critically under pressure.
- Excellent communication skills in English (both written and verbal).
- Customer-focused mindset with a passion for delivering high-quality service.
- Ability to work in shifts and adapt to a fast-paced BPO environment.
- Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) is a plus but not required.
- Willingness to learn and grow in a team-oriented setting.