job description
Join our dynamic team as a Tech Customer Service Representative and provide exceptional support to clients with technical inquiries. This role is perfect for detail-oriented professionals who thrive in a fast-paced, remote work environment based in Bali.
You will serve as the first point of contact for customers experiencing technical issues, offering solutions with clarity and efficiency. Whether troubleshooting software, guiding users through setup processes, or escalating complex problems, your expertise will ensure a seamless customer experience.
Enjoy the flexibility of working from Bali’s vibrant locations—Canggu, Ubud, Denpasar, and more—while contributing to a global tech account. Competitive salary, career growth opportunities, and a collaborative culture await you.
Responsibility
- Provide first-level technical support via phone, email, and chat to resolve customer inquiries.
- Troubleshoot and diagnose basic to intermediate technical issues (e.g., software, hardware, connectivity).
- Document all customer interactions and solutions in the CRM system with accuracy.
- Escalate complex issues to higher-tier support teams when necessary.
- Educate customers on product features, updates, and best practices.
- Maintain a high customer satisfaction (CSAT) score through professional and empathetic communication.
- Collaborate with cross-functional teams to improve support processes and documentation.
- Stay updated on product knowledge and industry trends to deliver informed assistance.
Qualifications
- Minimum 1-2 years of experience in customer service, preferably in a tech or IT support role.
- Strong problem-solving skills and ability to think critically under pressure.
- Excellent written and verbal English communication skills (neutral accent preferred).
- Familiarity with CRM tools (e.g., Zendesk, Salesforce) and basic troubleshooting techniques.
- Ability to work full-time in a remote setting with a stable internet connection.
- Tech-savvy with a passion for helping users navigate technical challenges.
- High school diploma or equivalent; bachelor’s degree in IT, Computer Science, or related fields is a plus.
- Residence in or willingness to relocate to Bali, Indonesia (Canggu, Ubud, Denpasar, etc.).