job description
Are you a problem-solver with a passion for technology and customer success? Arobs Solutions Indonesia is looking for a dedicated Technical Specialist to join our dynamic team in Jakarta. In this role, you will be the backbone of our technical operations, ensuring that our clients receive top-tier support through meticulous troubleshooting, seamless coordination, and efficient issue resolution.
You will act as the primary bridge between our technical infrastructure and our valued customers. We are looking for a proactive professional who thrives in a fast-paced environment and possesses strong communication skills in English to manage international and local stakeholder expectations effectively.
Responsibility
- Provide comprehensive technical support and troubleshooting for client issues via phone, email, and ticketing systems.
- Coordinate between technical teams and end-users to ensure clear communication and resolution timelines.
- Manage technician scheduling and resource allocation to optimize service delivery performance.
- Escalate critical technical issues to appropriate engineering teams with detailed documentation.
- Maintain accurate logs of all service requests, troubleshooting steps, and final resolutions in the CRM/Database.
- Develop and update internal technical documentation and knowledge base articles for frequently encountered issues.
- Monitor service level agreements (SLAs) to ensure timely resolution of all reported incidents.
Qualifications
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
- Minimum 1-2 years of experience in technical support, helpdesk, or customer service engineering.
- Proficiency in English is mandatory for both verbal and written communication.
- Strong analytical and problem-solving abilities with an eye for detail.
- Familiarity with ticketing systems (e.g., Jira, Zendesk, or similar platforms).
- Ability to work independently and collaboratively in a cross-functional team environment.
- Excellent organizational skills with the ability to manage multiple tasks under pressure.