Careline Support Outlet (Freelance Full WFO)

PT Esensi Solusi Buana (ESB); Kota Semarang; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading tech solutions firm in Semarang is seeking a customer support specialist to provide technical and non-technical assistance via chat and phone. Responsibilities include managing the ticketing system, ensuring service quality, and coordinating team schedules. Candidates should hold a relevant degree and possess excellent communication and problem-solving skills. Empathy and the ability to work under pressure are essential for this role, ensuring high customer satisfaction.

Qualifications

• Experience with Hardware, OS (Windows/Linux), and Networking.
• Mid to high savviness in technology.
• Able to explain complex technological terms simply.

Responsibilities

• Provide solutions for technical and non-technical issues.
• Coordinate team schedules for effective support.
• Ensure service quality meets company standards.

Skills

Excellent communication skills

Problem-solving skills

Interpersonal skills

Leadership skills

Ability to work under pressure

Empathy

Education

SMK, D3 or Bachelor’s degree in Management, Information Technology/System

Job description

What You’ll Do (Responsibilities)

• Provide honest and courteous solutions for technical and non-technical issues via chat or phone.
• Follow up on open tickets with empathy to ensure customer satisfaction.
• Manage the ticketing system and track issues until closure.
• Coordinate team schedules for agile and effective support coverage.
• Ensure service quality meets ESB standards and core values.
• Strengthen team knowledge and collaboration.
• Report daily to managers and share honest improvement suggestions based on customer feedback.

What Capabilities You’ll Need (Requirements)

• SMK, D3 or Bachelor’s degree in Management, Information Technology/System or a related field.
• Have experience with Hardware, OS (Windows/Linux), and Networking.
• Mid to high savviness in technology and able to explain complex technological terms in a simple and easy-to-understand phrase.
• Excellent communication and problem-solving skills.
• Calm and professional demeanor, good interpersonal skills, detail-oriented, able to work under pressure, and a team player.
• Born as a fast, adaptable learner and a multitasker.
• Empathy is the number one virtue.
• Have good leadership and coordination skills.