Deskripsi Pekerjaan
Join our award-winning support team at TechHub Indonesia! We're seeking a passionate Senior Customer Support Specialist to deliver exceptional experiences for our growing user base. As a key member of our Customer Success department, you'll be the voice of our brand and drive satisfaction through innovative solutions. Enjoy competitive benefits, flexible work arrangements, and opportunities for career growth in a dynamic tech environment.
Tanggung Jawab
- Resolve complex customer inquiries via email, chat, and phone with 95%+ satisfaction rate
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides
- Collaborate with product teams to identify and escalate recurring technical issues
- Mentor junior support staff through peer review sessions and training workshops
- Analyze support metrics to identify improvement opportunities in customer journey
- Implement proactive support strategies to reduce ticket volume by 15%
Kualifikasi
- 3+ years in technical customer support with SaaS experience
- Fluency in Bahasa Indonesia and English (written/spoken)
- Expertise in Zendesk, Jira, and CRM platforms
- Certification in ITIL or similar service management framework
- Strong analytical skills with data-driven problem-solving approach
- Ability to remain calm under pressure during critical incidents