job description
Join Foundever as a Technical Support Specialist focused on anti-virus and cybersecurity solutions! This is a fantastic opportunity for fresh SHS/IT graduates to kickstart their career in a dynamic, global environment. You’ll serve as the first line of defense for customers, providing expert troubleshooting, guidance, and resolution for software and security-related inquiries.
Based in the vibrant hubs of Bali (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung), you’ll collaborate with a diverse team to ensure seamless customer experiences while honing your technical and communication skills. Whether it’s resolving escalations, educating users on best security practices, or diagnosing complex issues, your role is critical in maintaining trust and satisfaction.
No prior experience? No problem! We provide comprehensive training to equip you with the knowledge to excel in cybersecurity support. If you’re passionate about technology, problem-solving, and helping others, this role is your gateway to a rewarding career in IT.
Responsibility
- Provide first-level technical support for anti-virus software, cybersecurity tools, and related IT products via phone, email, or chat.
- Diagnose and resolve customer issues efficiently, including software conflicts, malware detections, and system errors.
- Handle and escalate complex cases to senior support teams with detailed documentation and context.
- Educate customers on best practices for cybersecurity, including safe browsing, software updates, and threat prevention.
- Maintain accurate records of customer interactions, solutions provided, and follow-up actions in the CRM system.
- Collaborate with cross-functional teams to identify recurring issues and contribute to process improvements.
- Stay updated on the latest cybersecurity trends, threats, and product updates to deliver informed support.
- Ensure SLA compliance by adhering to response time targets and customer satisfaction metrics.
Qualifications
- Fresh graduates with a degree in Information Technology, Computer Science, or related fields are encouraged to apply.
- Basic understanding of computer systems, networks, and cybersecurity principles (training provided).
- Excellent written and verbal communication skills in English with a customer-centric approach.
- Strong problem-solving and analytical skills with a keen attention to detail.
- Ability to work in shifts (including nights/weekends) to support global customers.
- Familiarity with Windows/macOS environments and common anti-virus software is a plus.
- Willingness to learn and adapt in a fast-paced, technical environment.
- Prior experience in customer service or technical support is advantageous but not required.