job description
Join Pacific Tech as a Support Engineer and become the technical backbone of our customer success team. Based in the vibrant regions of Bali, you will provide front-line technical support, ensuring seamless product experiences for our global clientele. This role is ideal for problem-solvers who thrive in dynamic environments and are passionate about delivering exceptional service.
As a Support Engineer, you will diagnose and resolve technical issues, collaborate with cross-functional teams, and contribute to product improvements. Your expertise will directly impact customer satisfaction and operational efficiency. If you are detail-oriented, technically adept, and eager to grow in a fast-paced tech company, this is the opportunity for you.
Responsibility
- Provide front-line technical support via email, phone, and chat to resolve customer inquiries and issues.
- Diagnose and troubleshoot product configuration, functional, and performance-related problems.
- Collaborate with engineering and product teams to escalate and resolve complex technical issues.
- Document technical solutions and update knowledge base articles for internal and external use.
- Conduct product training sessions for customers and internal teams as needed.
- Monitor and analyze support tickets to identify trends and recommend process improvements.
- Assist in testing and validating software updates and new feature releases.
- Maintain a high level of customer satisfaction through timely and effective problem resolution.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven experience in a technical support or IT helpdesk role.
- Strong knowledge of troubleshooting techniques for software, hardware, and network issues.
- Excellent communication skills, both written and verbal, with a customer-centric approach.
- Familiarity with CRM systems, helpdesk software, and remote support tools.
- Ability to work independently and collaboratively in a fast-paced environment.
- Certifications in IT support (e.g., CompTIA A+, ITIL) are a plus.
- Willingness to work flexible hours to support global customers.