job description
Join SixEleven, a dynamic leader in Information & Communication Technology, as a Technical Support Representative and become the backbone of our customer success team! Based in Bali, you’ll have the unique opportunity to work remotely while delivering exceptional technical support to our global clientele.
In this role, you’ll be the first point of contact for customers facing technical challenges, providing timely and effective solutions with a customer-first mindset. Whether troubleshooting software issues, guiding users through complex processes, or escalating critical cases, your expertise will ensure seamless experiences that build trust and loyalty. If you thrive in a fast-paced environment, enjoy problem-solving, and are passionate about technology, this is your chance to grow with a company that values innovation and collaboration.
At SixEleven, we offer a supportive work culture, opportunities for professional development, and the flexibility of remote work in one of the world’s most vibrant locations. Be part of a team that empowers you to make a real impact while enjoying the work-life balance you deserve. Apply today and take the next step in your tech support career!
Responsibility
- Respond to customer inquiries via phone, email, and chat, providing clear and concise technical assistance.
- Diagnose and troubleshoot software, hardware, and network-related issues to resolve customer problems efficiently.
- Maintain detailed records of customer interactions, issues, and resolutions in our CRM system.
- Collaborate with internal teams, including engineering and product development, to escalate and resolve complex technical issues.
- Guide customers through step-by-step solutions, ensuring they understand the resolution process.
- Monitor and track customer support tickets to ensure timely follow-ups and resolution.
- Stay updated on product features, updates, and industry trends to provide accurate and relevant support.
- Contribute to knowledge base articles and FAQs to improve self-service resources for customers.
Qualifications
- Minimum of 1-2 years of experience in technical support, customer service, or a related field.
- Strong understanding of IT concepts, including software, hardware, and networking fundamentals.
- Excellent communication skills in English, with the ability to explain technical concepts to non-technical users.
- Proficiency in using helpdesk software, CRM tools, and remote support applications.
- Ability to work independently in a remote setting while maintaining productivity and accountability.
- Problem-solving mindset with a customer-centric approach to resolving issues.
- Familiarity with operating systems (Windows, macOS, Linux) and common business applications.
- Certifications such as CompTIA A+, ITIL, or similar are a plus but not required.