467 Tier 1 Support jobs in Indonesia
Remote Tier 2 Customer Support Specialist
28112 Pekanbaru, Riau
IDR7500000 month
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Our client, a leading technology solutions provider, is seeking a skilled and customer-focused Remote Tier 2 Customer Support Specialist. This fully remote position involves providing advanced technical support and resolving complex customer issues. You will be responsible for troubleshooting software and hardware problems, guiding customers through step-by-step solutions, and escalating unresolved issues to higher technical teams. The ideal candidate possesses strong analytical and problem-solving skills, excellent communication abilities, and a deep understanding of technical support best practices. You should be proficient in diagnosing and resolving a wide range of technical issues and be adept at using support ticketing systems and remote access tools. We are looking for a patient, empathetic, and detail-oriented individual who thrives in a remote work environment and is committed to delivering exceptional customer service. Your ability to explain technical concepts clearly to non-technical users will be key to your success. This role offers the flexibility to work from home and contribute to a supportive team environment.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Troubleshoot and resolve complex software and hardware issues.
- Guide customers through detailed problem-solving processes and product usage.
- Document all customer interactions, issues, and resolutions in the ticketing system.
- Escalate unresolved issues to Tier 3 support or relevant engineering teams.
- Identify recurring customer issues and provide feedback to product development teams.
- Maintain a high level of customer satisfaction through effective problem resolution and communication.
- Adhere to service level agreements (SLAs) and support team guidelines.
- Stay up-to-date with product knowledge and new releases.
- Contribute to the knowledge base by creating and updating support articles.
- Assist in training new support staff on technical issues and procedures.
- Manage multiple support tickets simultaneously while maintaining quality.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
- Minimum of 3 years of experience in technical support, preferably at Tier 2 level.
- Proven experience working in a fully remote customer support role.
- Strong technical aptitude and ability to troubleshoot software, hardware, and network issues.
- Proficiency with CRM and ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Strong customer service orientation and problem-solving skills.
- Ability to work independently, manage time effectively, and meet performance metrics in a remote setting.
- Experience with (Specific software/hardware relevant to the client, e.g., SaaS platforms, networking equipment) is a plus.
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0
Customer Support Specialist - Tier 2
10220 Jakarta Pusat, Jakarta
IDR7 month
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Our client is seeking a dedicated and highly proficient Customer Support Specialist (Tier 2) to join their vibrant team in Jakarta, Jakarta, ID . This role is instrumental in providing advanced technical support and ensuring exceptional customer satisfaction for our diverse clientele. The ideal candidate will possess strong problem-solving skills, a deep understanding of our products and services, and excellent communication abilities. You will be responsible for handling escalated customer inquiries, diagnosing complex technical issues, and providing timely and effective resolutions. This will involve troubleshooting software and hardware problems, guiding customers through complex procedures, and collaborating with internal technical teams to resolve challenging cases. You will also contribute to building and maintaining our knowledge base, creating FAQs and support documentation to empower both customers and front-line support staff. The position requires a proactive approach, patience, and the ability to empathize with customers facing difficulties. Attention to detail and a commitment to service excellence are paramount. Responsibilities include: responding to escalated customer support tickets via phone, email, and chat; diagnosing and resolving advanced technical issues related to our product suite; documenting all customer interactions and resolutions accurately in the CRM system; identifying trends in customer issues and providing feedback to product development teams; creating and updating support articles, guides, and FAQs; training and mentoring Tier 1 support agents; collaborating with engineering and product teams to address bugs and feature requests; ensuring all customer inquiries are resolved efficiently and professionally; gathering customer feedback to identify areas for service improvement.
Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Minimum of 3 years of experience in technical customer support or a similar role. Proven ability to troubleshoot complex technical issues. Strong knowledge of common operating systems, software applications, and networking concepts. Excellent verbal and written communication skills in Bahasa Indonesia and English. Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems. Ability to work effectively in a fast-paced, team-oriented environment. Strong customer service orientation and a passion for helping others. Experience in a hybrid work model is required.
Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Minimum of 3 years of experience in technical customer support or a similar role. Proven ability to troubleshoot complex technical issues. Strong knowledge of common operating systems, software applications, and networking concepts. Excellent verbal and written communication skills in Bahasa Indonesia and English. Experience with CRM software (e.g., Salesforce, Zendesk) and ticketing systems. Ability to work effectively in a fast-paced, team-oriented environment. Strong customer service orientation and a passion for helping others. Experience in a hybrid work model is required.
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1
Customer Support Specialist - Tier 2
34111 Bandar Lampung, Lampung
IDR4500000 month
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Our client is seeking a highly skilled and customer-focused Customer Support Specialist - Tier 2 to join their dedicated support team. This role offers a hybrid work arrangement, providing flexibility while ensuring essential on-site presence for complex issue resolution and team collaboration. You will be responsible for providing advanced technical support and resolving complex customer inquiries that cannot be handled by Tier 1 support. This involves diagnosing technical issues, troubleshooting software and hardware problems, and guiding customers through step-by-step solutions. You will be expected to maintain a high level of customer satisfaction by providing prompt, accurate, and empathetic support. Your responsibilities will include managing and escalating complex support tickets, documenting solutions, and contributing to the knowledge base. You will also provide feedback to product development and engineering teams on recurring issues and potential improvements. The ideal candidate will possess exceptional problem-solving skills and a deep understanding of the company's products and services. Strong technical aptitude and the ability to learn new technologies quickly are essential. Excellent communication and interpersonal skills are required to interact effectively with customers and team members. Previous experience in a customer support role, particularly at a Tier 2 level, is crucial. Familiarity with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools is necessary. A positive attitude, patience, and a genuine desire to help customers are vital. While a degree may not be required, demonstrable experience and a strong understanding of technical troubleshooting are highly valued. You should be comfortable working in both a remote and an in-office environment, collaborating effectively with your colleagues.
Key Responsibilities:
Key Responsibilities:
- Handle escalated customer technical support inquiries.
- Diagnose and resolve complex software and hardware issues.
- Provide clear and concise solutions to customers.
- Document troubleshooting steps and contribute to the knowledge base.
- Manage and prioritize support tickets efficiently.
- Liaise with other departments to resolve customer issues.
- Maintain high customer satisfaction ratings.
- Identify trends in customer issues for product improvement.
- Previous experience as a Tier 2 Customer Support Specialist.
- Strong technical troubleshooting and problem-solving skills.
- Proficiency in ticketing systems and remote support tools.
- Excellent communication and interpersonal abilities.
- Customer-centric mindset with a focus on satisfaction.
- Ability to work effectively in a hybrid environment.
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2
Customer Support Specialist - Tier 2
40111 Bandung, West Java
IDR5000000 month
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Our client is looking for a highly skilled and customer-centric Customer Support Specialist to join their growing team in **Bandung, West Java, ID**. This role offers a hybrid work arrangement, allowing for a balance between in-office collaboration and remote flexibility. As a Tier 2 Support Specialist, you will be the primary point of contact for customers experiencing more complex technical issues that cannot be resolved by the Tier 1 support team. Your main objective will be to provide timely, efficient, and empathetic solutions to ensure customer satisfaction and retention. You will investigate, diagnose, and resolve escalated technical problems, utilizing your deep understanding of our client's products and services. This involves troubleshooting software, hardware, and network issues, guiding customers through step-by-step solutions, and escalating unresolved issues to appropriate engineering or development teams. Key responsibilities include:
- Responding to customer inquiries via phone, email, and chat, providing expert technical assistance and problem resolution.
- Analyzing and diagnosing complex technical issues, identifying root causes, and implementing effective solutions.
- Documenting all customer interactions, troubleshooting steps, and resolutions in the CRM system.
- Creating and maintaining knowledge base articles and FAQs to empower customers and support team members.
- Collaborating with the product development and engineering teams to report bugs, suggest improvements, and provide customer feedback.
- Training and mentoring Tier 1 support staff on advanced troubleshooting techniques.
- Adhering to service level agreements (SLAs) to ensure prompt resolution of customer issues.
- Proactively identifying trends in customer issues and recommending preventative measures.
- Gathering customer feedback to improve product usability and customer experience.
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3
Customer Support Specialist (Tier 2)
76111 Balikpapan, East Kalimantan
IDR8000000 month
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Job Description
Our client is looking for a motivated and experienced Customer Support Specialist (Tier 2) to join their team in Balikpapan, East Kalimantan, ID . This role is crucial for providing advanced technical assistance and resolving complex customer issues. As a Tier 2 Specialist, you will be expected to dive deep into customer problems, offering detailed solutions and escalating issues when necessary. You will handle inquiries via phone, email, and chat, ensuring customer satisfaction and retention.
Responsibilities:
Responsibilities:
- Investigate and resolve complex customer technical issues escalated from Tier 1 support.
- Provide detailed and accurate solutions to customer inquiries via multiple communication channels (phone, email, chat).
- Diagnose and troubleshoot software and hardware problems related to our products/services.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Escalate unresolved issues to appropriate internal departments (e.g., Engineering, Product Development).
- Develop and maintain a knowledge base of product information and troubleshooting guides.
- Identify recurring customer issues and provide feedback to product and development teams for improvement.
- Contribute to team goals by achieving target response and resolution times.
- Assist in training and mentoring junior support staff.
- Proactively identify opportunities to improve the customer experience.
- Stay updated on product updates and new features.
- Proven experience in a customer support or technical helpdesk role, preferably in a Tier 2 capacity.
- Strong understanding of troubleshooting methodologies for software and/or hardware.
- Excellent communication, active listening, and interpersonal skills.
- Ability to explain technical concepts to non-technical users.
- Proficiency with CRM software and ticketing systems.
- Experience with remote support tools.
- Strong problem-solving and analytical abilities.
- Ability to multitask and manage time effectively in a fast-paced environment.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
- Familiarity with (Specific product/service area) is highly advantageous.
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4
Remote Tier 2 Customer Support Specialist - Technical
46111 Tasikmalaya, West Java
IDR14000000 month
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Our client is looking for a highly skilled and customer-centric Remote Tier 2 Customer Support Specialist with a strong technical background to join their growing support team. This fully remote role is vital for providing advanced technical assistance to customers, resolving complex issues, and ensuring a high level of customer satisfaction. You will be responsible for troubleshooting product-related problems, guiding customers through complex procedures, and escalating issues to the appropriate engineering or development teams when necessary. The ideal candidate will have proven experience in technical support, a deep understanding of product functionalities, and excellent problem-solving skills. Proficiency in diagnosing and resolving software, hardware, or network-related issues is essential. You should be adept at documenting customer interactions, creating knowledge base articles, and contributing to the improvement of support processes and product documentation. Key responsibilities include responding to escalated customer inquiries via phone, email, and chat, performing in-depth diagnostics, replicating customer issues, and providing clear, concise solutions. A customer-first attitude, patience, and the ability to communicate technical information effectively to non-technical users are paramount. This is a remote-first position, requiring a reliable internet connection, a dedicated quiet workspace, and the ability to work independently and collaboratively with a distributed team. If you are passionate about technology and dedicated to providing exceptional customer support, this is the perfect opportunity for you.
- Provide advanced technical customer support.
- Troubleshoot and resolve complex product issues.
- Escalate issues to engineering teams when needed.
- Document customer interactions and solutions.
- Create and update knowledge base articles.
- Assist customers via phone, email, and chat.
- Analyze customer feedback for service improvement.
- Maintain high levels of customer satisfaction.
- Stay updated on product features and technical updates.
- Collaborate with cross-functional teams.
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5
Customer Success Manager - Tier 2 Support
10110 Jakarta Pusat, Jakarta
IDR7500000 month
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Our client is looking for a dedicated and proactive Customer Success Manager to lead their customer support operations in **Jakarta, Jakarta, ID**. This role focuses on ensuring our clients receive exceptional service and are maximizing their use of our products and services. You will be the primary point of contact for high-value clients, building strong relationships and understanding their evolving needs. Key responsibilities include proactively engaging with customers to ensure satisfaction, identifying opportunities for upselling and cross-selling, and managing renewal processes. You will also be instrumental in onboarding new clients, providing comprehensive training and support to ensure a smooth transition. This position requires a deep understanding of our product suite and the ability to articulate its value proposition effectively. You will collaborate with sales and product development teams to advocate for customer needs and drive product improvements. Troubleshooting technical issues and escalating complex problems to the relevant teams will be a significant part of your day-to-day activities. Developing and executing customer success plans, tracking key performance indicators (KPIs) such as churn rate, net promoter score (NPS), and customer lifetime value (CLTV), are critical. The successful candidate will possess excellent communication and interpersonal skills, with a proven track record in customer relationship management. A passion for problem-solving and a commitment to delivering outstanding customer experiences are essential. This is an excellent opportunity to shape customer satisfaction initiatives within a growing organization.
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6
Customer Service Representative - Tier 2 Support
29111 Batam, Riau Islands
IDR5500000 month
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Our client is looking for an experienced Customer Service Representative to join their support team, providing Tier 2 assistance in **Batam, Riau Islands, ID**. This hybrid role requires a blend of in-office and remote work. You will be the primary point of contact for customers facing more complex issues that have been escalated from Tier 1 support. Your responsibilities will include diagnosing technical problems, providing in-depth solutions, and ensuring customer satisfaction through exceptional service. You will handle inquiries via phone, email, and chat, meticulously documenting all interactions and resolutions in the CRM system. Key duties involve troubleshooting product issues, guiding customers through complex processes, and escalating unresolved problems to the appropriate departments. You will also contribute to building and maintaining a comprehensive knowledge base with solutions to common issues. The ideal candidate will possess excellent communication and active listening skills, with a patient and empathetic demeanor. Previous experience in a customer service role, preferably with technical support or troubleshooting responsibilities, is essential. A strong understanding of our client's products/services and the ability to explain technical concepts clearly to non-technical users are vital. You should be proficient in using customer support software and have a knack for problem-solving. This role requires adaptability and the ability to work effectively in both a remote and office environment. Our client offers a supportive team atmosphere and opportunities for career advancement. You will be a critical part of ensuring our customers have a positive experience. Strong analytical skills and the ability to research and find solutions independently are expected. Our client values individuals who are dedicated to customer success and possess a proactive approach to problem-solving. You will be a key player in enhancing customer loyalty and satisfaction. Attention to detail in documenting customer interactions and solutions is crucial.
Responsibilities:
Responsibilities:
- Provide advanced customer support (Tier 2) via phone, email, and chat.
- Diagnose and resolve complex customer issues and technical problems.
- Escalate unresolved issues to appropriate departments or senior support staff.
- Guide customers through troubleshooting steps and product usage.
- Document all customer interactions, issues, and resolutions accurately in the CRM.
- Contribute to the development and maintenance of the knowledge base.
- Ensure timely and satisfactory resolution of customer inquiries.
- Maintain a high level of customer satisfaction and service quality.
- Identify trends in customer issues and provide feedback to product/service teams.
- Adhere to company policies and customer service standards.
- Proven experience in a customer service or technical support role (Tier 2 preferred).
- Excellent communication, active listening, and problem-solving skills.
- Ability to explain technical concepts clearly and concisely.
- Proficiency in customer support software and CRM systems.
- Strong empathy and patience when dealing with customers.
- Ability to work effectively in a hybrid work environment.
- Good time management and organizational skills.
- High school diploma or equivalent; relevant certifications are a plus.
- Demonstrated ability to handle escalated customer issues.
- Proactive approach to identifying and resolving customer needs.
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7
Remote Customer Support Specialist - Tier 2
50131 Semarang, Central Java
IDR7000000 month
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Our client, a leading provider of digital services, is seeking a highly skilled and empathetic Remote Customer Support Specialist - Tier 2 to join their global support team. This is a fully remote position, offering the flexibility to work from anywhere. You will be responsible for handling complex customer inquiries and technical issues that require advanced troubleshooting skills. The ideal candidate will possess excellent communication abilities, a strong technical aptitude, and a passion for providing exceptional customer service.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries via email, chat, and phone, providing timely and accurate solutions.
- Troubleshoot and resolve advanced technical issues related to our platform and services.
- Escalate complex problems to the appropriate internal teams (e.g., engineering, product) when necessary.
- Document all customer interactions, issues, and resolutions in the ticketing system.
- Provide clear and concise explanations of technical concepts to non-technical users.
- Identify trends in customer issues and provide feedback to product and engineering teams for service improvements.
- Contribute to the creation and maintenance of a comprehensive knowledge base.
- Assist in training new support team members.
- Proactively identify opportunities to improve the customer support process and customer experience.
- Maintain a high level of customer satisfaction by resolving issues efficiently and effectively.
Qualifications:
- Proven experience in a customer support or technical support role, with at least 2 years in a Tier 2 capacity.
- Excellent problem-solving and analytical skills.
- Strong written and verbal communication skills in English.
- Proficiency in troubleshooting common software and hardware issues.
- Familiarity with ticketing systems (e.g., Zendesk, Intercom) and CRM software.
- Ability to work independently and manage time effectively in a remote work environment.
- Patience, empathy, and a customer-centric attitude.
- Ability to multitask and handle a high volume of customer inquiries.
- Experience with (mention specific software/platform relevant to the fictional company, e.g., cloud computing, SaaS applications) is a strong plus.
- A dedicated home office setup with reliable high-speed internet is required.
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8
Remote Customer Support Specialist - Tier 2
45112 Tasikmalaya, West Java
IDR9000000 month
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Job Description
Our client is seeking a knowledgeable and empathetic Remote Customer Support Specialist (Tier 2) to provide advanced technical assistance and exceptional service to their valued customers. This is a fully remote position, allowing you to assist clients from the convenience of your home. As a Tier 2 specialist, you will handle more complex customer issues that have been escalated from Tier 1 support, requiring in-depth product knowledge and advanced troubleshooting skills. Your primary goal will be to resolve customer inquiries efficiently, ensuring high levels of customer satisfaction and retention.
Key responsibilities:
Key responsibilities:
- Provide advanced technical support and troubleshooting for customer issues via phone, email, and chat.
- Investigate and resolve complex product-related problems that require in-depth analysis.
- Escalate unresolved issues to appropriate departments or development teams, providing detailed information.
- Document customer interactions, issues, and resolutions in the CRM system.
- Develop and maintain knowledge base articles and FAQs to assist customers and support agents.
- Identify trends in customer issues and provide feedback to product and engineering teams for product improvement.
- Assist in training and mentoring Tier 1 support agents.
- Ensure all customer interactions are handled professionally and courteously.
- Meet or exceed key performance indicators (KPIs) for response time, resolution rate, and customer satisfaction.
- Stay up-to-date with product updates and industry best practices.
- High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field is a plus.
- Minimum of 2-4 years of experience in customer support, technical support, or a similar role, with at least 1 year in a Tier 2 capacity.
- Proven experience providing remote customer support.
- Strong technical aptitude and ability to quickly learn new software and technologies.
- Excellent problem-solving, analytical, and critical thinking skills.
- Outstanding communication and interpersonal skills, both written and verbal.
- Experience with CRM software (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
- Ability to manage time effectively and work independently in a remote setting.
- Patience, empathy, and a customer-centric mindset.
- Familiarity with (mention specific relevant technologies if applicable, e.g., SaaS platforms, networking basics).
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