job description
Are you a tech-savvy problem solver with a passion for delivering exceptional customer service? KMS AUTOMATIC is seeking a Software Support Specialist to join our dynamic team in Canggu, Bali. In this role, you will serve as the first point of contact for clients, providing expert technical assistance, troubleshooting software issues, and ensuring seamless user experiences.
As part of our growing IT team, you will collaborate with cross-functional departments to resolve complex technical challenges, optimize software performance, and contribute to the continuous improvement of our products. This is a fantastic opportunity for individuals who thrive in a fast-paced environment and are eager to make a tangible impact on client satisfaction and operational efficiency.
At KMS AUTOMATIC, we value innovation, teamwork, and a customer-centric approach. If you are detail-oriented, analytical, and committed to delivering top-tier support, we’d love to hear from you!
Responsibility
- Provide timely and professional technical support to clients via phone, email, and chat.
- Diagnose, troubleshoot, and resolve software-related issues efficiently.
- Document and track support tickets using internal systems, ensuring accurate record-keeping.
- Collaborate with development teams to escalate and resolve complex technical problems.
- Conduct software testing and quality assurance to identify potential issues before deployment.
- Create and update user guides, FAQs, and knowledge base articles to empower clients.
- Monitor system performance and proactively address potential disruptions.
- Assist in onboarding new clients and providing training on software functionalities.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Proven experience (1-3 years) in a technical support, helpdesk, or IT support role.
- Strong knowledge of software troubleshooting, debugging, and issue resolution.
- Excellent communication skills in English, with the ability to explain technical concepts clearly.
- Familiarity with ticketing systems (e.g., Zendesk, Jira) and remote support tools.
- Problem-solving mindset with a customer-first approach.
- Ability to work independently and as part of a team in a fast-paced environment.
- Basic understanding of programming languages (e.g., SQL, Python) is a plus.