3 Helpdesk Lead jobs in Indonesia
Senior Customer Service & Helpdesk Lead
60221 Surabaya, East Java
IDR150000000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking an experienced and proactive Senior Customer Service & Helpdesk Lead to manage and elevate their support operations in **Surabaya, East Java, ID**. This role requires a leader with a passion for delivering exceptional customer experiences and a proven ability to build and motivate high-performing support teams. You will be responsible for overseeing daily helpdesk operations, implementing service improvements, and ensuring customer satisfaction. The position offers a remote work arrangement, providing flexibility while maintaining critical support functions. The ideal candidate will have extensive experience in customer service management, technical support, and process optimization.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a team of customer service and helpdesk representatives, fostering a positive and productive work environment.
- Oversee the daily operations of the customer support and helpdesk functions, ensuring timely and effective resolution of customer inquiries and technical issues.
- Develop and implement customer service policies, procedures, and best practices to enhance efficiency and customer satisfaction.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and implement strategies for improvement.
- Manage and maintain the helpdesk ticketing system, ensuring accurate logging and tracking of all support requests.
- Act as a point of escalation for complex customer issues, providing expert guidance and resolution.
- Collaborate with other departments (e.g., IT, product development) to address customer feedback and recurring issues.
- Develop and deliver training programs for support staff on products, services, and support tools.
- Identify opportunities for service automation and self-service solutions to improve customer experience.
- Stay updated on industry trends and best practices in customer service and technical support.
- Bachelor's degree in Business Administration, Information Technology, or a related field.
- Minimum of 5 years of experience in customer service or technical support roles, with at least 2 years in a leadership or supervisory capacity.
- Proven track record of successfully managing a helpdesk team and improving customer satisfaction metrics.
- Strong understanding of customer service principles and methodologies.
- Proficiency with helpdesk software and ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to motivate and guide a team, especially in a remote work setting.
- Experience in developing and implementing customer service training programs.
- Familiarity with IT support processes and troubleshooting techniques.
- The position is fully remote but is associated with our client's operations in **Surabaya, East Java, ID**.
This advertiser has chosen not to accept applicants from your region.
0
Remote Customer Service & Helpdesk Lead
15411 Tangerang, Banten
IDR7000000 Monthly
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Remote Customer Service & Helpdesk Lead to spearhead their support operations. This is a fully remote position, enabling you to lead and manage a team of customer service professionals from anywhere. You will be responsible for ensuring the highest standards of customer support, managing helpdesk tickets, troubleshooting technical issues, and providing timely resolutions to customer inquiries. The ideal candidate will have strong leadership skills, excellent communication abilities, and a deep understanding of customer service best practices and helpdesk operations. You will also be responsible for training and mentoring your team, monitoring performance metrics, and implementing strategies to enhance customer satisfaction and efficiency. This role requires a self-motivated individual who can effectively manage a remote team, handle escalations, and contribute to the continuous improvement of support processes. Your goal will be to create a positive and supportive experience for all customers, ensuring their issues are resolved promptly and effectively. We are seeking someone who is passionate about customer success and can inspire their team to deliver exceptional service.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and manage a remote team of customer service representatives and helpdesk agents.
- Oversee the daily operations of the helpdesk, ensuring efficient ticket management and resolution.
- Provide technical support and troubleshoot customer issues across various platforms.
- Develop and implement customer service policies and procedures.
- Train, coach, and mentor team members to improve performance and customer satisfaction.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Handle escalated customer issues and ensure their satisfactory resolution.
- Collaborate with other departments to address customer feedback and identify product improvements.
- Maintain accurate records of customer interactions and support activities.
- Continuously seek ways to improve the customer support experience and operational efficiency.
Qualifications:
- High school diploma or equivalent; a Bachelor's degree in a related field is a plus.
- Minimum of 4 years of experience in customer service or helpdesk support, with at least 2 years in a team lead or supervisory role.
- Proven experience in managing remote teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of helpdesk software, ticketing systems, and customer relationship management (CRM) tools.
- Ability to train and motivate a team.
- Proficiency in troubleshooting common technical issues.
- A customer-centric approach with a passion for delivering excellent service.
- Strong organizational and time management skills.
- Ability to work independently and manage multiple priorities in a remote environment.
This advertiser has chosen not to accept applicants from your region.
1
Technical Support Lead (IT Helpdesk)
15111 Tangerang, Banten
IDR9000000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Technical Support Lead to manage their IT Helpdesk operations in Tangerang, Banten, ID . This dynamic role requires a leader with extensive experience in troubleshooting complex technical issues, managing a support team, and implementing efficient helpdesk processes. You will be responsible for ensuring timely resolution of user support requests, maintaining IT infrastructure, and providing exceptional service to all employees. The ideal candidate possesses strong technical expertise across various hardware and software platforms, excellent problem-solving skills, and the ability to motivate and guide a team of support specialists. This position is critical for maintaining smooth IT operations and supporting the productivity of our workforce.
Key Responsibilities:
Key Responsibilities:
- Lead and mentor a team of IT support specialists, assigning tasks and monitoring performance.
- Oversee the day-to-day operations of the IT helpdesk, ensuring timely and effective resolution of support tickets.
- Provide advanced technical support for hardware, software, and network issues.
- Develop and maintain IT support documentation, including knowledge base articles and troubleshooting guides.
- Implement and manage helpdesk software, ensuring efficient ticket tracking and resolution.
- Identify trends in support requests and proactively implement solutions to prevent recurring issues.
- Conduct user training sessions on new software or IT policies.
- Manage IT asset inventory and ensure compliance with licensing agreements.
- Collaborate with other IT teams to resolve escalated issues and implement system improvements.
- Ensure the security and integrity of the IT systems.
- Stay up-to-date with the latest technology trends and best practices in IT support.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in IT support, with at least 2 years in a lead or supervisory role.
- Strong technical proficiency in operating systems (Windows, macOS), common business applications (Microsoft Office Suite, G Suite), and networking concepts.
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent problem-solving, analytical, and diagnostic skills.
- Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Proven leadership and team management abilities.
- IT certifications (e.g., CompTIA A+, Network+, MCSA) are a strong plus.
- Experience in a hybrid work environment is advantageous.
This advertiser has chosen not to accept applicants from your region.
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