Job Responsibilities:

• Provide 1st / 2nd level of helpdesk support to our international clients via phone, chats, or emails in a timely and professional manner.

• Ensure incidents are logged and updated in the Zendesk ticketing system.

• Monitor all ticket statuses in Zendesk and ensure issues are followed through and closed satisfactorily.

• Build a good rapport with clients.

• Learn and achieve a good understanding of product features.

• Diagnose and resolve technical problems, escalate complex issues to appropriate teams when necessary.

• Guide customers through troubleshooting steps and provide clear and concise instructions.

• Document customer interactions, technical solutions, and troubleshooting steps.

• Collaborate with cross-functional teams, including Engineering and Product.

• Management, to resolve technical issues and improve product functionality.

• Perform testing tasks based on Use Case scenarios.

• Work in Batam/Bandung office.

• No hybrid/remote/WFH options.

Job Requirements:

• Good command of English is a must.

• Educational background in IT software is required.

• Knowledge of support framework best practices.

• Minimum of 2 years of experience in a technical customer support or application customer support role, preferably in a software or technology company.

• Strong technical aptitude and troubleshooting skills, with the ability to analyze and solve complex technical problems.

• Excellent communication skills, both written and verbal, with the ability to communicate technical information to non-technical users effectively.

• Ability to work independently and collaboratively in a fast-paced environment.

• Proficiency in using SQL commands.

• Proficiency in using a ticketing system such as Zendesk will be an advantage.

• Ability to communicate (verbally and in writing) with Mandarin-speaking clients will be an advantage.

• Willingness to work overtime when necessary.

Other Info:

• 5 days work per week.

• Job Types: Full-time, Contract.

• Insurance.