3 Engineering Solutions jobs in Indonesia
Customer Support Specialist, Technical Solutions
70111 Banjarmasin, South Kalimantan
IDR6000000 month
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Job Description
Our client is looking for an enthusiastic and customer-focused Customer Support Specialist to join their growing helpdesk team located in Banjarmasin, South Kalimantan, ID . This role is vital in ensuring our customers receive prompt, efficient, and friendly support for our range of technology products and services. You will be the primary point of contact for customers facing technical issues, providing first-level troubleshooting, guidance, and resolution. Responsibilities include responding to customer inquiries via phone, email, and chat; diagnosing and resolving technical problems using available tools and resources; documenting customer interactions and technical issues accurately in the CRM system; escalating complex issues to senior support tiers or relevant departments; and contributing to the knowledge base by creating helpful articles and FAQs. You will also proactively identify trends in customer issues to suggest improvements to products and services. The ideal candidate will possess excellent communication and active listening skills, a patient and empathetic demeanor, and a strong ability to explain technical concepts in simple terms. A Bachelor's degree or equivalent experience in a relevant field is preferred. Previous experience in a customer service or technical support role is a strong asset. Proficiency in using helpdesk software and troubleshooting common software and hardware issues is essential. The ability to work effectively in a team environment and manage time efficiently to meet support targets is required. Join our client and be a key player in delivering exceptional customer experiences.
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Technical Support Specialist - Cloud Solutions
76111 Balikpapan, East Kalimantan
IDR8 Annually
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Our client is seeking a proactive and technically proficient Technical Support Specialist to join their customer service team, supporting clients using advanced cloud solutions. This role will be based in Balikpapan, East Kalimantan, ID , with a hybrid work arrangement allowing for flexibility. You will be the first point of contact for customers, providing expert assistance and troubleshooting for a range of technical issues related to cloud infrastructure, software applications, and integrated systems. The ideal candidate will possess a strong understanding of cloud computing concepts (e.g., AWS, Azure, GCP), network protocols, operating systems (Windows/Linux), and common IT security practices. Excellent problem-solving abilities, patience, and exceptional communication skills are paramount.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and technical issues via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical problems related to cloud services, software, and hardware.
- Provide clear and concise instructions to customers on troubleshooting steps and solutions.
- Escalate complex issues to senior support staff or relevant departments when necessary.
- Document all customer interactions and resolutions in the ticketing system.
- Assist in the creation and maintenance of knowledge base articles and FAQs.
- Proactively identify recurring issues and suggest improvements to products or processes.
- Collaborate with engineering and development teams to resolve bugs and enhance product functionality.
- Monitor system performance and alert relevant teams to potential issues.
- Ensure customer satisfaction by delivering high-quality technical support.
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1
Senior Technical Support Engineer (Cloud Solutions)
25111 Padang, West Sumatra
IDR16000000 Annually
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Job Description
Our client is a leading global provider of cloud infrastructure and services, and they are seeking an experienced Senior Technical Support Engineer to join their world-class, remote-first customer support team. This role is critical for ensuring the seamless operation and customer satisfaction for clients utilizing complex cloud solutions. You will be the primary point of contact for high-priority technical issues, providing advanced troubleshooting, in-depth analysis, and effective resolution. The ideal candidate possesses a strong background in cloud technologies, exceptional problem-solving skills, and a passion for delivering outstanding customer service. This is an exceptional opportunity to advance your career in cloud support within a fully remote, collaborative, and supportive environment.
Key Responsibilities:
Key Responsibilities:
- Provide expert-level technical support to customers facing complex issues with cloud platforms and services, including but not limited to compute, storage, networking, and databases.
- Diagnose, troubleshoot, and resolve intricate technical problems remotely, utilizing advanced diagnostic tools and techniques.
- Serve as a subject matter expert (SME) for specific cloud technologies, offering guidance and mentorship to junior support engineers.
- Analyze root causes of recurring technical issues and collaborate with engineering teams to implement permanent solutions and prevent future occurrences.
- Develop and maintain comprehensive documentation, including knowledge base articles, troubleshooting guides, and best practice recommendations.
- Manage customer escalations effectively, ensuring timely and satisfactory resolution of high-impact issues.
- Proactively monitor system health and performance, identifying potential issues before they affect customers.
- Communicate technical solutions clearly and concisely to customers with varying levels of technical expertise.
- Participate in on-call rotation to provide 24/7 support for critical customer incidents.
- Contribute to the continuous improvement of support processes, tools, and customer experience.
- Educate customers on cloud best practices and offer proactive advice to optimize their usage of our client's services.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support or systems administration, with a strong focus on cloud computing environments (AWS, Azure, GCP).
- In-depth knowledge of cloud infrastructure concepts, virtualization, containerization (Docker, Kubernetes), and networking protocols.
- Proven ability to troubleshoot complex distributed systems and identify performance bottlenecks.
- Experience with scripting languages (e.g., Python, Bash) for automation and troubleshooting is highly desirable.
- Strong understanding of operating systems (Linux, Windows Server).
- Excellent analytical, problem-solving, and critical-thinking skills.
- Exceptional communication and customer service skills, with the ability to remain calm and professional under pressure.
- Ability to work independently and as part of a distributed team.
- Relevant cloud certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator Associate) are a significant advantage.
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