job description
Join SRM Integration (Malaysia) Sdn Bhd as a Technical Support Engineer in beautiful Bali! We are seeking a dynamic and customer-focused professional to deliver high-quality technical solutions, ensure seamless product implementation, and provide exceptional customer support to our global clientele.
In this role, you will act as the bridge between our clients and technical teams, troubleshooting complex issues, guiding users through system integrations, and contributing to the continuous improvement of our products. Your expertise will drive customer satisfaction and operational efficiency, making you a key player in our mission to deliver cutting-edge solutions.
Bali offers a unique work-life balance, combining professional growth with a vibrant, inspiring environment. If you are passionate about technology, problem-solving, and building lasting client relationships, this is your opportunity to thrive in a forward-thinking company.
Responsibility
- Provide timely and effective technical support to clients via phone, email, and remote sessions.
- Diagnose, troubleshoot, and resolve hardware, software, and network-related issues with precision.
- Collaborate with cross-functional teams to implement and optimize product solutions for clients.
- Develop and maintain technical documentation, including FAQs, guides, and best practices.
- Conduct product training sessions for end-users and internal teams to ensure smooth adoption.
- Monitor system performance and proactively identify opportunities for improvement or upgrades.
- Escalate complex issues to senior engineers or development teams with detailed technical reports.
- Stay updated with emerging technologies and industry trends to enhance support strategies.
Qualifications
- Bachelor’s degree in Computer Science, Engineering, IT, or a related field.
- Minimum 2-3 years of experience in technical support, IT helpdesk, or a similar role.
- Strong knowledge of operating systems (Windows/Linux), networking, and database management.
- Proven ability to troubleshoot technical issues and provide clear, actionable solutions.
- Excellent communication and interpersonal skills to interact with diverse stakeholders.
- Familiarity with CRM, ticketing systems (e.g., Zendesk, Jira), and remote support tools.
- Certifications in ITIL, CompTIA, or Microsoft/Cisco technologies are a plus.
- Ability to work independently and collaboratively in a fast-paced environment.