Lab Technician: Growth, Tech Support & Improvement

April; Jambi; On-site; IDR 78,120,000 - 122,760,000; Full time

Job summary

April is seeking a detail-oriented Customer Support Specialist to join their team in Pekanbaru, Indonesia. The role focuses on providing timely and effective technical assistance for products and services, diagnosing issues, guiding users through solutions, and maintaining a high level of customer care.

The position requires prior technical support experience, strong communication skills, and familiarity with web/mobile technologies across Windows, macOS, Android, and iOS.

Qualifications

• Experience in technical support or IT helpdesk required.
• Strong understanding of web technologies, mobile apps, and operating systems (Windows, macOS, Android, iOS).
• Excellent verbal and written communication skills.
• Proficiency in using helpdesk software and ticketing systems.
• Demonstrated ability to troubleshoot complex technical problems logically.
• A customer-centric approach with a commitment to providing excellent service.
• Bachelor's degree in Computer

Responsibilities

• Provide first-line technical support to users experiencing issues with our website and mobile applications.
• Investigate, diagnose, and resolve technical problems efficiently.
• Guide users through troubleshooting steps and provide clear explanations of solutions.
• Escalate complex technical issues to the relevant internal teams (e.g., developers, system administrators).
• Maintain detailed records of customer interactions and technical issues in our ticketing system.
• Contribute to the creation and maintenance of a knowledge base of FAQs and troubleshooting guides.
• Monitor system performance and report any anomalies or potential issues.
• Ensure customer satisfaction by delivering timely and effective support.
• Stay updated on product changes and new features to provide accurate support.

Skills

Technical support

Customer service

Troubleshooting

Verbal & written communication

Cross-platform support

Ticketing systems

Education

Bachelor's degree in Computer

Tools

Helpdesk software

Job description

Customer Support Specialist - Technical Assistance

Our client is looking for a detail-oriented Customer Support Specialist to join their growing team in Pekanbaru . This role is crucial for ensuring our customers receive timely and effective technical assistance for our client's innovative products and services. You will be instrumental in diagnosing issues, guiding users through solutions, and ensuring their experience is seamless. Working within a dedicated support center in Riau , you'll collaborate with experienced professionals who are committed to providing unparalleled service and contributing to the company's reputation for excellence and customer care.

About the Role

Our client is looking for a detail-oriented Customer Support Specialist to join their growing team in Pekanbaru . This role is crucial for ensuring our customers receive timely and effective technical assistance for our client's innovative products and services. You will be instrumental in diagnosing issues, guiding users through solutions, and ensuring their experience is seamless. Working within a dedicated support center in Riau , you'll collaborate with experienced professionals who are committed to providing unparalleled service and contributing to the company's reputation for excellence and customer care.

Key Responsibilities

• Provide first-line technical support to users experiencing issues with our website and mobile applications.
• Investigate, diagnose, and resolve technical problems efficiently.
• Guide users through troubleshooting steps and provide clear explanations of solutions.
• Escalate complex technical issues to the relevant internal teams (e.g., developers, system administrators).
• Maintain detailed records of customer interactions and technical issues in our ticketing system.
• Contribute to the creation and maintenance of a knowledge base of FAQs and troubleshooting guides.
• Monitor system performance and report any anomalies or potential issues.
• Ensure customer satisfaction by delivering timely and effective support.
• Stay updated on product changes and new features to provide accurate support.

Requirements

• Previous experience in a technical support or IT helpdesk role is required.
• Strong understanding of web technologies, mobile applications, and operating systems (Windows, macOS, Android, iOS).
• Excellent verbal and written communication skills.
• Proficiency in using helpdesk software and ticketing systems.
• Demonstrated ability to troubleshoot complex technical problems logically.
• A customer-centric approach with a commitment to providing excellent service.
• Ability to work independently and as part of a team.
• Bachelor's degree in Computer