job description
Join our dynamic team in Bali as a Technical Support Representative and provide exceptional customer service while enjoying a competitive salary, comprehensive health benefits (HMO), and free meals. This role is perfect for tech-savvy professionals who thrive in a fast-paced environment, solving technical issues with efficiency and empathy.
As the first point of contact for clients, you’ll play a pivotal role in ensuring smooth operations by diagnosing and resolving software, hardware, and network-related concerns. Whether through phone, email, or live chat, your expertise will drive customer satisfaction and loyalty. This position offers a unique opportunity to grow your technical and communication skills in a supportive, international setting.
If you’re passionate about technology and helping others, apply now to be part of a company that values your contributions and invests in your professional development.
Responsibility
- Provide timely and professional technical support via phone, email, and live chat to global clients.
- Diagnose, troubleshoot, and resolve software, hardware, and network issues with minimal supervision.
- Document all customer interactions, solutions, and follow-up actions in the CRM system.
- Collaborate with cross-functional teams to escalate and resolve complex technical problems.
- Educate users on product features, best practices, and preventive maintenance.
- Maintain a high first-contact resolution rate and ensure customer satisfaction.
- Stay updated on emerging technologies, product updates, and industry trends.
- Adhere to SLAs (Service Level Agreements) and company policies for support delivery.
Qualifications
- Bachelor’s degree in Computer Science, IT, or related fields (or equivalent work experience).
- Proven experience (1-2+ years) in technical support, helpdesk, or customer service roles.
- Strong knowledge of operating systems (Windows, macOS, Linux) and basic networking concepts.
- Excellent written and verbal communication skills in English.
- Problem-solving mindset with a customer-centric approach.
- Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) and remote support tools.
- Ability to work in shifting schedules (including nights/weekends if required).
- Certifications (e.g., CompTIA A+, ITIL) are a plus.