job description
Join our dynamic team as a Technical Customer Support Executive and play a pivotal role in delivering exceptional service for iCondo’s cutting-edge digital solutions. Based in the vibrant heart of Bali, you’ll be the first point of contact for clients, troubleshooting technical issues, resolving inquiries, and ensuring seamless user experiences. This is a unique opportunity to blend your technical expertise with customer-centric problem-solving in a fast-paced, innovative environment.
As part of a forward-thinking organization, you’ll collaborate with cross-functional teams to refine support processes, contribute to product improvements, and drive customer satisfaction. Whether you’re guiding users through complex software features or escalating critical issues, your work will directly impact the success of our digital ecosystem.
Ideal for professionals who thrive in a collaborative setting, this role offers the chance to grow your career in IT support, SaaS, or proptech while enjoying the work-life balance of Bali’s inspiring landscape.
Responsibility
- Provide first-level technical support via phone, email, and chat for iCondo’s digital platforms, ensuring timely and accurate resolutions.
- Diagnose and troubleshoot software, hardware, and connectivity issues for end-users, offering step-by-step guidance.
- Document and track customer interactions, solutions, and recurring issues in a CRM or ticketing system for continuous improvement.
- Collaborate with development and product teams to report bugs, suggest enhancements, and test new features.
- Educate customers on best practices for using iCondo’s solutions through clear, concise communication and training materials.
- Escalate complex technical problems to higher-tier support with detailed notes and context.
- Monitor system performance and proactively identify potential issues to minimize downtime.
- Maintain up-to-date knowledge of iCondo’s product suite and industry trends in proptech and digital solutions.
Qualifications
- Diploma or Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 2 years of experience in technical support, helpdesk, or customer service for SaaS, ERP, or property management software.
- Strong problem-solving skills with the ability to analyze technical issues and provide effective solutions.
- Excellent written and verbal communication skills in English; additional languages are a plus.
- Proficiency in ticketing systems (e.g., Zendesk, Freshdesk) and CRM tools (e.g., Salesforce, HubSpot).
- Familiarity with SQL, API troubleshooting, or basic scripting is advantageous.
- Customer-focused mindset with a passion for delivering exceptional service and building long-term relationships.
- Ability to work independently and collaboratively in a remote or hybrid setting.