Deskripsi Pekerjaan
Join our award-winning customer support team at Teknologi Nusantara! We're seeking a passionate Senior Customer Support Specialist to deliver exceptional service to our growing client base. This role is perfect for tech-savvy individuals who thrive in dynamic environments and want to make a tangible impact on customer satisfaction.
As a key member of our support ecosystem, you'll handle complex inquiries, resolve technical issues, and contribute to process improvements. We offer competitive compensation, comprehensive benefits, and opportunities for professional growth in a collaborative, fast-paced setting.
Tanggung Jawab
- Handle tier-2 customer support tickets via email, chat, and phone with 95% resolution rate
- Develop and maintain detailed knowledge base articles for internal and external use
- Collaborate with engineering teams to escalate and resolve technical bugs
- Train junior support staff on product knowledge and best practices
- Analyze support metrics to identify trends and implement optimization strategies
- Conduct customer satisfaction surveys and implement improvement initiatives
- Document complex cases and contribute to continuous improvement of support workflows
Kualifikasi
- Minimum 3 years of experience in technical/customer support roles
- Proficiency in CRM systems (Zendesk, Salesforce) and helpdesk tools
- Strong troubleshooting skills with software/hardware issues
- Fluent in both written and spoken Indonesian and English
- Certification in ITIL or similar framework preferred
- Experience in SaaS or fintech industry highly valued
- Ability to work flexible hours including weekends for coverage
- Proven track record of exceeding customer satisfaction targets