Deskripsi Pekerjaan
Join TechNest Indonesia as our Senior Support Specialist and become the hero behind our customer success story. We're seeking a dedicated professional to deliver exceptional technical support while driving innovation in our service delivery. Enjoy competitive benefits, flexible work arrangements, and opportunities for professional growth in a dynamic environment.
Tanggung Jawab
- Provide tier-2 technical support for enterprise clients via phone, email, and chat
- Document and resolve complex system issues with SLA adherence
- Develop knowledge base articles and training materials
- Collaborate with engineering teams to escalate critical bugs
- Monitor support metrics and implement improvement strategies
- Train junior support staff on troubleshooting methodologies
- Conduct quarterly customer satisfaction reviews
Kualifikasi
- 3+ years in enterprise technical support roles
- Expertise in cloud platforms (AWS/Azure) and networking
- Fluent in Bahasa Indonesia with advanced English proficiency
- Certifications (CompTIA/ITIL) preferred
- Experience with Zendesk/Jira ticketing systems
- Strong analytical and problem-solving abilities
- Ability to work rotating shift schedules
- Background in SaaS or fintech industry