Field Support Technician - On-Site Installations

Pt Mitracomm Ekasarana; Indonesia; On-site; IDR 55,800,000 - 89,280,000; Full time

Benefits offered by this job

Competitive salary

Full training and development programs

Health and wellness benefits

Job summary

Pt Mitracomm Ekasarana is seeking a Technical Support Agent who speaks Indonesian to be the first point of contact for customers. This on-site role is based in Pekanbaru, Riau, ID and requires excellent communication and problem-solving skills.

You will diagnose hardware and software issues, guide users through troubleshooting, and log all interactions for SLA adherence. Training and growth opportunities are available within a collaborative team.

Qualifications

• Experience in a technical support or customer service role.
• Ability to diagnose and resolve common software/hardware problems.
• Excellent verbal and written communication in Bahasa Indonesia.
• Understanding of Windows and macOS and common apps.
• Familiarity with helpdesk software and ticketing systems is advantageous.

Responsibilities

• Respond to inquiries via phone, email, and chat.
• Diagnose and resolve technical hardware and software issues.
• Guide customers through step-by-step troubleshooting.
• Log all interactions in the helpdesk system.
• Escalate unresolved issues with detailed information.
• Contribute to a knowledge base of common issues.

Skills

Bahasa Indonesia

Customer communication

Problem diagnosis

Tools

Helpdesk software

Job description

Technical Support Agent - Indonesian Speaker

About the Role

Our client, a dynamic international company, is looking for a dedicated Technical Support Agent to be the first point of contact for their valued customers. Based in Pekanbaru, Riau, ID, this role is crucial for maintaining high standards of customer satisfaction. You will engage with users, diagnose issues, and provide effective solutions, ensuring a seamless experience with our client's innovative products and services. This is an on-site position, offering a stable and collaborative work environment where your contributions directly impact user success. If you possess exceptional communication skills and a passion for helping others resolve technical challenges, this role is an ideal fit for your career aspirations.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Diagnose and resolve technical hardware and software issues reported by users.
• Guide customers through step-by-step solutions and troubleshooting processes.
• Accurately log all customer interactions, issues, and resolutions in the helpdesk ticketing system.
• Escalate unresolved issues to the appropriate internal teams with detailed information.
• Contribute to building and maintaining a comprehensive knowledge base for common issues.
• Proactively identify trends in customer issues and report them to management.
• Adhere to established service level agreements (SLAs) and customer support policies.
• Provide feedback on product usability and customer pain points to enhance the user experience.

Requirements

• Previous experience in a technical support or customer service role.
• Proficiency in diagnosing and resolving common software and hardware problems.
• Excellent verbal and written communication skills in Bahasa Indonesia.
• Good understanding of operating systems (Windows, macOS) and common applications.
• Familiarity with helpdesk software and ticketing systems is advantageous.
• Strong interpersonal skills and a customer‑centric attitude.
• Ability to work independently and as part of a team in a structured office environment in Pekanbaru.
• Demonstrated patience and empathy when assisting customers.
• Must be able to work full-time on‑site.

Benefits

• Competitive annual salary.
• Opportunity to work with a growing and reputable company.
• Extensive training and development programs.
• Health and wellness benefits package.
• Team‑building activities and a positive work culture.
• Clear path for career progression within the support department.
• Access to modern office facilities in Pekanbaru.