job description
Join Smart-Acc Solutions, a leading provider of cutting-edge financial and business software solutions, as we expand our technical support team in Bali! We're seeking both Senior and Junior Software System Support Specialists to play a pivotal role in ensuring seamless operations for our clients across Southeast Asia. This is an exceptional opportunity to work in a dynamic, tech-driven environment while enjoying the unparalleled lifestyle that Bali offers.
In this role, you'll be the technical backbone for our clients, providing expert-level support for our sophisticated software applications. You'll troubleshoot complex issues, optimize system performance, and deliver solutions that enhance user experience. Whether you're a seasoned professional or an ambitious junior ready to grow, you'll collaborate with cross-functional teams to drive continuous improvement in our products and services.
Smart-Acc Solutions offers a hybrid work model, allowing you to balance professional growth with Bali's vibrant culture. Enjoy competitive compensation, comprehensive benefits, and the chance to work with a diverse, international team. If you're passionate about technology and customer success, this is your chance to make a real impact while living in one of the world's most desirable locations.
Note: This position is open to candidates based in Bali (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung) with the flexibility to work remotely or from our modern office in Canggu.
Responsibility
- Provide first-class technical support to dealers and customers, resolving application issues remotely with professionalism and efficiency.
- Perform in-depth data troubleshooting both locally and remotely to identify and resolve system anomalies.
- Collaborate with development teams to escalate and track complex technical issues, ensuring timely resolution and minimal downtime.
- Create and maintain comprehensive documentation for support processes, troubleshooting guides, and best practices.
- Conduct system performance analysis and recommend optimizations to enhance application reliability and user experience.
- Deliver training sessions for clients and internal teams on software functionalities and troubleshooting techniques.
- Monitor system health and proactively address potential issues before they impact users.
- Participate in on-call rotations to provide after-hours support for critical issues (Senior role only).
Qualifications
- Education: Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
- Experience:
- Senior Role: 4+ years of experience in software support, system administration, or technical troubleshooting.
- Junior Role: 1-2 years of experience or relevant internships in IT support or software applications.
- Technical Skills: Proficiency in SQL, database management, and experience with enterprise software applications. Familiarity with Linux/Windows environments is a plus.
- Problem-Solving: Strong analytical skills with the ability to diagnose and resolve complex technical issues efficiently.
- Communication: Excellent English communication skills (both written and verbal) with the ability to explain technical concepts to non-technical users.
- Customer Focus: Proven track record of delivering exceptional customer service in a technical support environment.
- Teamwork: Ability to collaborate effectively with cross-functional teams, including developers, QA, and product managers.
- Adaptability: Willingness to learn new technologies and adapt to evolving business needs in a fast-paced environment.