Deskripsi Pekerjaan
Join our award-winning customer revolution! TechKuarta Solusi Indonesia is seeking a passionate Senior Customer Support Specialist to elevate our client experience across Java. As a key member of our elite support team, you'll resolve complex technical issues while building lasting relationships with enterprise clients. This hybrid role combines remote flexibility with collaborative office days in Jakarta.
Why you'll love it: Competitive salary, cutting-edge tech stack, career advancement pathways, and the chance to impact 50K+ users monthly. We invest in your growth with monthly training stipends and certification programs.
Tanggung Jawab
- Manage high-priority technical escalations from enterprise clients via multiple channels (ticketing, chat, phone)
- Develop and maintain comprehensive knowledge base articles with 95%+ resolution accuracy
- Collaborate with engineering teams to document product bugs and suggest improvements
- Mentor junior support specialists through peer review sessions and shadowing opportunities
- Analyze support metrics to identify trends and implement proactive solutions
- Lead quarterly customer satisfaction initiatives targeting NPS scores above 45
- Coordinate cross-functional projects with sales and product teams
Kualifikasi
- 3+ years in technical/customer support roles with SaaS experience
- Expert troubleshooting skills across Windows/Linux environments and cloud platforms
- Fluent in Bahasa Indonesia with professional English proficiency
- Certifications in ITIL, CompTIA A+, or AWS preferred
- Experience with Zendesk/Jira and CRM systems
- Proven ability to de-escalate complex client situations
- Portfolio demonstrating documentation or training materials