Customer Support Specialist

Global Inovasi Ventura; Kota Yogyakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A technology service company seeks a Customer Support Specialist (Mandarin - English) in Daerah Istimewa Yogyakarta. The role involves assisting clients with problem-solving through various communication channels. Requirements include proficiency in English and basic Mandarin speaking skills, along with experience in technical support and ticketing systems like Freshdesk. Candidates should be capable of working independently as well as part of a team, demonstrating strong analytical skills and a positive attitude.

Qualifications

• Min D3, related technical support field, or equivalent job experience.
• Able to operate Microsoft Office well.
• Fluent in English in both writing and speaking.
• At least have basic skills of Mandarin speaking.

Responsibilities

• Assist clients to solve their problems via chat, email, phone call, and video call.
• Handle multiple support tickets at the same time.
• Create and maintain documentation for supported systems.

Skills

Fluent in English

Basic Mandarin speaking skills

Good analytics and problem solving skills

Team player

Independent work capability

Education

D3 in a related technical support field or equivalent experience

Tools

Microsoft Office

Ticketing system (i.e. Freshdesk)

Job description

About the job Customer Support Specialist (Mandarin - English)

Requirements:

• Min D3, related technical support field, or equivalent job experience.
• Able to operate Microsoft Office well
• Able to work independently as well as a team player
• Fluent in English in both writing and speaking
• At least have basic skills of Mandarin speaking
• Having positive attitude
• Good analytics and problem solving skills
• Experience working with ticketing system (i.e. Freshdesk)

Job Descriptions:

• Assist clients to solve their problem via chat, email, phone call, and video call
• Handle multiple support tickets at the same time
• Determine inquiry/problem resolution requirements
• Record events or problems into issue management system
• Escalating technical issues to the relevant parties when needed and following up till the issues are closed
• Create and maintain documentation for supported systems
• Documenting resolutions to prevent future Problems
• Collaborate with QA team and developers to ensure product quality