Customer Support Specialist (Technical Support)

Eternaindonesia; Indonesia; On-site; IDR 173,310,225 - 346,620,450; Full time

Job summary

Eternaindonesia is seeking a Customer Support Specialist (Technical Support) in Indonesia to resolve complex user issues and deliver exceptional user experiences. The successful candidate will act as a bridge between users and the engineering team, helping to document and troubleshoot issues. Key qualifications include experience in customer support, strong problem-solving skills, and familiarity with tools like Zendesk and HubSpot. This is an opportunity to improve customer interactions and enhance self-service support.

Qualifications

• Strong problem-solving and analytical skills required.
• Experience in customer support or technical support roles preferred.
• Familiarity with customer support tools like Zendesk and HubSpot.

Responsibilities

• Resolve complex user issues that go beyond basic support.
• Investigate and document bugs for engineering fixes.
• Translate technical concepts into simple explanations.

Skills

Problem-solving and analytical skills

Customer support experience

Familiarity with Zendesk

Ability to communicate technical information

Detail-oriented

Proactive mindset

Tools

Zendesk

HubSpot

Job description

Customer Support Specialist (Technical Support)

About the Role

We’re looking for a sharp, solutions-driven Customer Support Specialist who thrives on solving complex problems and delivering exceptional user experiences. This role goes beyond basic support—you’ll act as the bridge between users and our engineering team.

What You’ll Do

• Resolve complex user issues that go beyond basic “how-to” support
• Investigate and reproduce bugs, documenting clear steps for engineering fixes
• Use tools like Zendesk and HubSpot to manage tickets and customer history
• Translate technical concepts into simple, user-friendly explanations
• Identify recurring issues and create clear documentation to improve self-service support
• Act as the voice of the customer by surfacing product feedback and pain points

What We’re Looking For

• Strong problem-solving and analytical skills
• Experience in customer support, technical support, or similar roles
• Familiarity with tools like Zendesk, HubSpot, or similar platforms
• Ability to communicate technical information in a simple, clear way
• Detail-oriented with strong documentation skills
• Proactive mindset — you don’t just fix problems, you prevent them