job description
Are you a technically savvy leader with a passion for delivering exceptional customer support? Our client, a dynamic organization in the Information & Communication Technology sector, is seeking a Technical Support Lead to join their team in Bali, Indonesia.
In this pivotal role, you will oversee a team of technical support specialists, ensuring seamless resolution of complex IT issues while fostering strong client relationships. Your ability to balance technical expertise with leadership acumen will drive operational excellence and customer satisfaction.
Based in one of Bali’s vibrant hubs—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll work in a collaborative environment that values innovation, problem-solving, and continuous improvement. This is a full-time opportunity for a results-driven professional ready to make an impact in a fast-paced, tech-forward industry.
Responsibility
- Lead and mentor a team of technical support specialists, ensuring high-performance standards and timely issue resolution.
- Develop and implement IT support strategies to enhance service efficiency and customer satisfaction.
- Act as the primary escalation point for complex technical issues, providing expert troubleshooting and solutions.
- Collaborate with cross-functional teams (e.g., development, operations) to identify and resolve systemic IT challenges.
- Monitor and analyze support metrics (e.g., response times, resolution rates) to drive continuous improvement.
- Design and deliver training programs for support staff and end-users on new systems and best practices.
- Maintain up-to-date documentation for IT processes, FAQs, and knowledge bases.
- Ensure compliance with industry standards and security protocols in all support operations.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Proven experience (5+ years) in technical support, with at least 2 years in a leadership role.
- Strong expertise in troubleshooting hardware, software, and network issues (e.g., Windows/Linux, cloud platforms, SaaS).
- Excellent communication and interpersonal skills to manage client relationships and team dynamics.
- Certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional are a plus.
- Experience with ticketing systems (e.g., Zendesk, Jira) and remote support tools.
- Ability to work under pressure in a fast-paced environment with shifting priorities.
- Fluency in English (written and spoken); additional languages are advantageous.