job description
Join Foundever as a Technical Support Representative in beautiful Bali and become part of a global leader in customer experience management. This role offers a competitive gross package of up to IDR 20,000,000/month for professionals with 6+ months of customer care experience (CCE).
In this dynamic position, youâll serve as the first point of contact for customers seeking technical assistance, ensuring their concerns are resolved efficiently and professionally. Your role will involve troubleshooting issues, providing clear solutions, and escalating complex cases when necessaryâall while delivering exceptional service that aligns with Foundeverâs commitment to customer satisfaction.
Based in one of Baliâs vibrant hubsâCanggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badungâyouâll enjoy a collaborative work environment, career growth opportunities, and the chance to work with cutting-edge technologies. Whether youâre assisting with software, hardware, or account-related queries, your expertise will directly impact customer loyalty and business success.
Why apply? Competitive compensation, work-life balance in a tropical paradise, and the opportunity to develop your technical and communication skills with a globally recognized employer.
Responsibility
- Provide first-level technical support via phone, email, or chat to resolve customer inquiries and technical issues.
- Diagnose and troubleshoot software, hardware, and connectivity problems with clear, step-by-step guidance.
- Document all customer interactions, solutions, and follow-ups in the CRM system with accuracy and detail.
- Escalate complex or unresolved issues to higher-tier support teams with comprehensive notes and context.
- Educate customers on product features, best practices, and self-service resources to reduce repeat inquiries.
- Collaborate with cross-functional teams to identify recurring issues and contribute to process improvements.
- Maintain a high customer satisfaction (CSAT) score by delivering empathetic, timely, and professional support.
- Stay updated on product updates, technical documentation, and industry trends to provide accurate information.
Qualifications
- 6+ months of experience in customer care, technical support, or a related role (CCE required).
- Strong problem-solving skills with the ability to think logically and analyze technical issues.
- Excellent written and verbal communication skills in English (fluency is a must).
- Familiarity with CRM tools (e.g., Zendesk, Salesforce) and basic troubleshooting methodologies.
- Ability to work flexible shifts, including weekends or holidays, as per business needs.
- Proven track record of handling high-pressure situations with patience and professionalism.
- Basic knowledge of operating systems (Windows/macOS), networking, or IT fundamentals is a plus.
- Self-motivated with a customer-first mindset and a passion for technology.