job description
Join Foundever as a Technical Support Representative and be part of a dynamic team delivering exceptional customer service in both voice and non-voice channels. This role is perfect for tech-savvy professionals who thrive in fast-paced environments and enjoy solving technical issues for global clients.
As a Blended Support Agent, you will handle inquiries via phone, chat, and email, providing seamless assistance to customers. Whether you prefer voice interactions or written communication, this role offers flexibility while ensuring top-tier support.
We are urgently hiring for our Bali-based operations, offering competitive compensation, career growth, and a collaborative work culture. If you have a passion for technology and customer service, apply now!
Responsibility
- Provide technical support via voice, chat, and email to resolve customer inquiries efficiently.
- Troubleshoot hardware, software, and network issues with clear, step-by-step guidance.
- Document customer interactions and solutions in the CRM system for future reference.
- Escalate complex technical issues to higher-tier support teams when necessary.
- Maintain a high level of professionalism and empathy in all customer interactions.
- Stay updated on product knowledge and technical trends to deliver accurate support.
- Collaborate with team members to improve support processes and customer satisfaction.
- Meet or exceed performance metrics, including response time and resolution rate.
Qualifications
- Minimum of 1 year experience in technical support or customer service.
- Strong written and verbal communication skills in English.
- Familiarity with CRM systems and troubleshooting tools.
- Ability to multitask and manage high-volume inquiries in a fast-paced environment.
- Basic knowledge of IT fundamentals (hardware, software, networking).
- Willingness to work in shifting schedules, including weekends if required.
- Problem-solving skills with a customer-centric approach.
- High school diploma or equivalent; technical certification is a plus.