job description
Join Full Potential BPO Inc., a leading provider of customer-centric business process outsourcing solutions, as a Technical Support Representative in Bali, Indonesia. In this dynamic role, youâll be the first point of contact for customers seeking technical assistance, combining your problem-solving skills with empathy to deliver exceptional support experiences.
As a remote-based Technical Support Representative, youâll troubleshoot technical issues, guide users through solutions, and ensure customer satisfactionâall while working from the comfort of your home in Canggu, Ubud, Denpasar, or other key areas in Bali. This role is perfect for tech-savvy individuals who thrive in fast-paced environments and are passionate about helping others.
Youâll collaborate with cross-functional teams to escalate complex issues, document resolutions, and contribute to improving support processes. With a focus on continuous learning, youâll stay updated on product features and industry trends to provide accurate, efficient assistance.
If youâre a natural problem-solver with strong communication skills and a customer-first mindset, weâd love to hear from you. Apply now and take the next step in your technical support career with a company that values your growth and impact!
Responsibility
- Provide first-level technical support to customers via phone, email, chat, or ticketing systems, ensuring timely and accurate resolutions.
- Diagnose and troubleshoot technical issues related to software, hardware, or connectivity, guiding users through step-by-step solutions.
- Document customer interactions, issue details, and resolutions in a clear and structured manner for future reference.
- Escalate complex or unresolved issues to senior support teams or product specialists while maintaining ownership of the customer experience.
- Collaborate with product development and quality assurance teams to report bugs, suggest improvements, and enhance user experience.
- Educate customers on product features, best practices, and self-service tools to reduce dependency on support.
- Monitor and respond to customer feedback, ensuring high satisfaction scores and fostering long-term relationships.
- Maintain up-to-date knowledge of company products, services, and industry trends through training and self-learning.
Qualifications
- Minimum of 1 year of experience in technical support, customer service, or a related field (fresh graduates with relevant internships or certifications are welcome).
- Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
- Excellent verbal and written communication skills in English; proficiency in Bahasa Indonesia is a plus.
- Familiarity with helpdesk software (e.g., Zendesk, Freshdesk) and remote support tools (e.g., TeamViewer, AnyDesk).
- Basic understanding of networking concepts, operating systems (Windows/macOS), and common software applications.
- Ability to work independently in a remote setting with minimal supervision while meeting performance targets.
- Customer-centric mindset with a passion for delivering exceptional service and building trust.
- Certifications in IT support (e.g., CompTIA A+, ITIL) or relevant training are advantageous.