job description
Join Full Potential BPO Inc. as a Technical Support Representative in the vibrant heart of Bali! Weâre seeking a customer-focused IT professional to deliver exceptional technical assistance to our global clientele. In this role, youâll troubleshoot hardware/software issues, guide users through solutions, and ensure seamless digital experiencesâall while working in a dynamic, collaborative environment.
Based in Canggu, youâll enjoy a work-life balance in one of the worldâs most inspiring locations, with opportunities for career growth in the fast-evolving ICT sector. Your expertise will directly impact customer satisfaction and operational efficiency, making you a key player in our mission to empower businesses through technology.
If youâre passionate about problem-solving, thrive in a fast-paced setting, and want to combine your technical skills with a tropical lifestyle, this is your chance to shine.
Responsibility
- Provide first-level technical support via phone, email, and chat, resolving hardware, software, and network issues efficiently.
- Diagnose and troubleshoot IT problems (e.g., OS errors, application crashes, connectivity issues) with clear, step-by-step guidance.
- Document all customer interactions, solutions, and follow-ups in our CRM system for continuous improvement.
- Collaborate with cross-functional teams to escalate complex issues and ensure timely resolution.
- Educate users on best practices for system maintenance, security, and performance optimization.
- Stay updated on emerging technologies and product updates to deliver accurate, up-to-date support.
- Maintain a customer-first mindset, ensuring empathy and professionalism in every interaction.
- Contribute to knowledge base articles and FAQs to empower self-service support.
Qualifications
- Bachelorâs degree in Computer Science, IT, or related fields (or equivalent work experience).
- Proven experience (1-3 years) in technical support, helpdesk, or IT services.
- Strong knowledge of Windows/macOS, mobile devices, and common business applications (e.g., Microsoft 365, CRM tools).
- Excellent English communication skills (written and verbal) with a neutral accent.
- Familiarity with troubleshooting methodologies (e.g., remote desktop tools, ticketing systems).
- Ability to work flexible shifts (including nights/weekends) to support global clients.
- Certifications (e.g., CompTIA A+, ITIL) are a plus.
- Passion for problem-solving and a proactive, detail-oriented approach.