job description
Join iSupport Worldwide as a Renewal Support Specialist - Installation and play a pivotal role in driving client satisfaction and operational excellence. In this dynamic position, you will support renewal processes by ensuring seamless installation, troubleshooting, and client onboarding for our cutting-edge ICT solutions.
Based in the vibrant regions of Bali (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung), you’ll collaborate with cross-functional teams to deliver top-tier service, maintain strong client relationships, and contribute to the growth of our global client base. Your meticulous attention to detail and problem-solving skills will be key to optimizing renewal workflows and enhancing customer retention.
If you thrive in a fast-paced, client-focused environment and have a passion for technology and process improvement, this is your opportunity to make an impact with a leading ICT service provider.
Responsibility
- Coordinate and execute software/hardware installation and configuration for client renewals, ensuring zero downtime and full compliance with SLAs.
- Liaise with clients to gather requirements, address concerns, and provide clear, timely updates on renewal processes.
- Troubleshoot technical issues during installation or renewal transitions, escalating complex problems to senior support teams when necessary.
- Maintain accurate documentation of installation procedures, client interactions, and renewal timelines for audit and reference purposes.
- Collaborate with sales and account management teams to identify upsell/cross-sell opportunities during the renewal cycle.
- Monitor renewal deadlines and proactively engage clients to ensure contract extensions are processed efficiently.
- Conduct post-installation verification and client training to ensure smooth adoption of renewed services.
- Contribute to process improvements by analyzing renewal workflows and recommending automation or efficiency enhancements.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
- Minimum 2+ years of experience in IT support, installation, or client-facing technical roles, preferably in ICT or SaaS environments.
- Strong technical proficiency in software deployment, system configuration, and troubleshooting (Windows/Linux, networking basics).
- Excellent communication and interpersonal skills with a client-centric approach.
- Proven ability to manage multiple priorities in a deadline-driven environment with high attention to detail.
- Familiarity with CRM tools (e.g., Salesforce, HubSpot) and ticketing systems (e.g., Jira, Zendesk) is a plus.
- Certifications in ITIL, CompTIA A+, or similar are advantageous.
- Fluency in English (written and verbal); additional languages are a bonus.