job description
Are you a seasoned technical support professional with a passion for delivering exceptional service? Skubbs is seeking a Senior Technical Support Specialist to join our dynamic team in Bali. In this role, you will be the go-to expert for resolving complex technical issues, ensuring client satisfaction, and maintaining our high standards of service excellence.
As a Senior Technical Support Specialist, you will work independently to troubleshoot and resolve client concerns, provide technical guidance, and contribute to the continuous improvement of our support processes. This is a fantastic opportunity to grow your career in a collaborative and innovative environment.
If you thrive in a fast-paced setting, enjoy solving technical challenges, and are committed to delivering top-notch support, we want to hear from you!
Responsibility
- Provide advanced technical support to clients, resolving complex issues efficiently and effectively.
- Act as a point of escalation for technical support concerns, ensuring timely resolution.
- Collaborate with cross-functional teams to identify and implement solutions for recurring technical problems.
- Maintain detailed documentation of technical issues, solutions, and client interactions.
- Monitor and analyze support metrics to identify trends and areas for improvement.
- Train and mentor junior support staff, sharing best practices and technical expertise.
- Stay updated with the latest industry trends and technologies to enhance support capabilities.
- Ensure compliance with company policies and service level agreements (SLAs).
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 3 years of experience in a technical support role, with a focus on troubleshooting and problem-solving.
- Strong knowledge of IT systems, networks, and software applications.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Proven ability to work independently and manage multiple tasks in a fast-paced environment.
- Experience with customer relationship management (CRM) tools and ticketing systems.
- Certifications in IT support (e.g., CompTIA A+, ITIL) are a plus.
- Fluency in English is required.