It Operations Intern — Hardware Setup & Support

Carousell Group; Bandar Lampung; Hybrid; IDR 66,960,000 - 122,760,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Hybrid work model

Professional development

Team-building events

Growth opportunities

Job summary

Carousell Group is seeking a Technical Support Agent - Software in Bandar Lampung to provide first-level support via phone, email, and chat. You will diagnose software issues, guide users through solutions, and escalate more complex problems to Tier 2 teams.

The role emphasizes keeping detailed records, contributing to a knowledge base, and ensuring customer satisfaction. The ideal candidate has a minimum of 2 years in software support, strong OS knowledge (Windows/macOS/Linux), and English

Qualifications

• Bachelor's degree in Computer Science, IT, or related field or equivalent experience.
• Minimum 2 years in technical support, preferably with software products.
• Strong understanding of Windows, macOS and Linux.
• Excellent analytical and problem-solving skills.
• Proficient in written and verbal English.
• Familiarity with scripting languages (Python, Bash) is a plus.
• Experience with ticketing systems (ServiceNow, Zendesk).
• Hybrid work readiness and ability to commute to Bandar Lampung office.

Responsibilities

• Provide first-level technical support to customers via phone, email, and chat.
• Troubleshoot software installation, configuration, and usage issues.
• Guide customers through step-by-step solutions and workarounds.
• Escalate unresolved issues to Tier 2 support or development teams with detailed descriptions.
• Document all interactions and resolutions in the helpdesk system.
• Contribute to knowledge base creation and maintenance.
• Identify recurring issues and provide feedback to product team.
• Stay updated with software updates and new features.
• Assist in testing new releases and provide user feedback.
• Aim for high customer satisfaction by resolving issues effectively.

Skills

Analytical thinking

Problem solving

English communication

Education

Bachelor's degree in Computer Science, IT, or related field

Tools

Windows

macOS

Linux

Python

Bash

ServiceNow

Zendesk

Job description

About the Role

Our client, a rapidly growing software development company, is looking for a skilled Technical Support Agent - Software to join their team in Bandar Lampung, Lampung, ID. This hybrid role requires you to provide expert technical assistance to customers experiencing issues with our cutting-edge software solutions. You will be responsible for diagnosing problems, guiding users through solutions, and escalating complex technical challenges to the development team. This is a fantastic opportunity to deepen your technical expertise in a collaborative environment and contribute to a product that impacts thousands of users. We are seeking individuals who possess strong technical acumen coupled with excellent customer service skills. Your role is pivotal in ensuring our software delivers a seamless and positive experience for all users.

Key Responsibilities

• Provide first-level technical support to customers via phone, email, and chat.


• Diagnose and troubleshoot software-related issues, including installation, configuration, and usage problems.


• Guide customers through step-by-step solutions and workarounds.


• Escalate unresolved technical issues to the appropriate Tier 2 support or development teams, providing detailed problem descriptions.


• Document all support interactions, technical issues, and resolutions in the helpdesk system.


• Contribute to the creation and maintenance of a comprehensive knowledge base.


• Identify recurring technical issues and provide feedback to product development for improvements.


• Stay up-to-date with software updates, new features, and common troubleshooting techniques.


• Assist in testing new software releases and provide user feedback.


• Ensure customer satisfaction by resolving issues effectively and efficiently.

Requirements

• Bachelor's degree in Computer Science, IT, or a related technical field, or equivalent practical experience.


• Minimum of 2 years of experience in technical support, preferably with software products.


• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.


• Excellent analytical and problem-solving skills.


• Proficient in written and verbal communication in English.


• Familiarity with scripting languages (e.g., Python, Bash) is a plus.


• Experience with ticketing systems (e.g., ServiceNow, Zendesk).


• Ability to work effectively both independently and within a hybrid team structure.


• Must be located in or near Bandar Lampung, Lampung, ID, and able to commute to the office for designated hybrid workdays.


• A passion for technology and a strong desire to help customers succeed.

Benefits

• Our client offers a competitive salary, comprehensive health benefits, and paid time off.


• You'll have the opportunity to work with a talented team on exciting software projects and benefit from a hybrid work model that balances flexibility with in-office collaboration.


• Continuous professional development is encouraged through training programs and workshops.


• This role in Bandar Lampung, Lampung, ID offers a chance to grow your technical support career within a supportive and innovative company culture.


• We provide the tools and resources you need to excel.


• Contribute to a product that matters and be part of a team that values your input.


• Additional perks include team-building events and a positive work atmosphere.