job description
Join Foundever as a Service Desk Specialist and become part of a dynamic team dedicated to delivering exceptional customer support. This role is perfect for recent graduates in IT or related fields, offering a competitive salary package, comprehensive training, and opportunities for career advancement in the BPO industry.
As a Service Desk Specialist, you will be the first point of contact for customers, resolving technical issues, answering queries, and ensuring a seamless experience. You'll work in a collaborative environment with access to cutting-edge tools and mentorship from industry experts.
This position is ideal for individuals who thrive in fast-paced settings, enjoy problem-solving, and are passionate about technology. Whether you're based in Bali or working remotely, you'll have the flexibility to balance work and life while contributing to a global team.
Responsibility
- Provide first-level technical support to customers via phone, email, and chat.
- Troubleshoot hardware, software, and network issues efficiently.
- Escalate complex problems to higher-tier support teams when necessary.
- Document customer interactions and solutions in the ticketing system.
- Maintain up-to-date knowledge of products, services, and IT best practices.
- Collaborate with cross-functional teams to improve service delivery.
- Ensure compliance with company policies and service-level agreements (SLAs).
- Participate in training programs to enhance technical and soft skills.
Qualifications
- Bachelor's degree in IT, Computer Science, or related fields (fresh graduates welcome).
- Basic understanding of IT systems, networks, and troubleshooting techniques.
- Excellent communication skills in English (written and verbal).
- Strong problem-solving abilities and customer service orientation.
- Ability to work in shifts and adapt to a dynamic work environment.
- Familiarity with helpdesk software (e.g., Zendesk, Freshdesk) is a plus.
- Team player with a proactive and positive attitude.
- Prior experience in a BPO or customer support role is advantageous.