Senior Livestream Support

Skintific; Jawa Barat; Hybrid; IDR 66,960,000 - 133,920,000; Full time

Benefits offered by this job

Health insurance

Hybrid work schedule

Professional development

Paid time off

Modern Bogor office

Team events

Job summary

Skintific is seeking a Technical Support Analyst in Bogor, West Java, to provide high-level technical assistance, diagnose complex issues, and contribute to improved user experience. The role offers a hybrid work arrangement with in-office collaboration and remote flexibility.

The ideal candidate has proven experience in software troubleshooting, strong communication skills, and a background in supporting diverse operating systems and software tools.

Qualifications

• Proven experience as a Technical Support Analyst or similar role.
• Excellent diagnostic and problem-solving skills.
• Proficiency in Windows, macOS, Linux and common software applications.
• Familiarity with database concepts and basic scripting is advantageous.
• Strong written and verbal communication, able to explain technical concepts clearly.
• Experience with ticketing systems (Zendesk, Jira Service Desk) and remote support tools.

Responsibilities

• Diagnose and resolve software-related technical issues reported by users.
• Provide technical support via phone, email, and ticketing systems.
• Document problems and solutions in a knowledge base.
• Escalate complex issues to senior engineers when necessary.
• Assist in testing new software releases and provide feedback on functionality.
• Develop and deliver technical training materials for end-users and internal staff.
• Monitor systems and collaborate with cross-functional teams to improve stability.
• Maintain high customer satisfaction through effective problem resolution and communication.

Skills

Technical Support

Software Troubleshooting

Diagnostic skills

Clear communication

Remote support tools

Education

Bachelor's degree in Computer Science or IT

Tools

Zendesk

Jira Service Desk

Job description

Our client, a renowned software development company, is looking for a skilled Technical Support Analyst to join their expanding operations in Bogor, West Java, ID . This critical role involves providing high-level technical assistance to users of our client's software products, diagnosing and resolving complex technical issues, and contributing to the overall improvement of the user experience. The ideal candidate will possess strong analytical skills, a deep understanding of software troubleshooting, and the ability to communicate technical information clearly to both technical and non-technical audiences. This position offers a hybrid work arrangement, combining the benefits of in-office collaboration with the flexibility of remote work, based in the scenic city of Bogor . If you are passionate about technology and dedicated to delivering excellent support, this is the perfect opportunity for you to grow your career.

Key Responsibilities

• Diagnose and resolve software-related technical issues reported by users.
• Provide clear, concise, and timely technical support via multiple channels, including phone, email, and ticketing systems.
• Document technical problems, solutions, and troubleshooting steps in a knowledge base.
• Escalate complex issues to senior engineers or development teams when necessary, providing detailed problem descriptions.
• Assist in testing new software releases and providing feedback on functionality and usability.
• Develop and deliver technical training materials for end-users and internal support staff.
• Monitor system performance and identify potential technical issues before they impact users.
• Collaborate with cross-functional teams to address customer needs and improve product stability.
• Maintain a high level of customer satisfaction through effective problem resolution and communication.
• Stay up-to-date with the latest technologies and software updates relevant to the client's products.

Requirements

• Proven experience as a Technical Support Analyst or similar role, with a strong focus on software troubleshooting.
• Excellent diagnostic and problem-solving skills.
• Proficiency in (mention relevant operating systems like Windows, macOS, Linux) and common software applications.
• Familiarity with database concepts and basic scripting is advantageous.
• Strong written and verbal communication skills, with the ability to explain technical concepts simply.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
• A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Ability to work independently and as part of a team in a hybrid work environment.
• Must be located in or able to commute to Bogor, West Java, ID .

Benefits

• Attractive salary package based on experience and qualifications.
• Comprehensive health insurance coverage.
• Opportunities for professional development and certifications.
• A stimulating work environment with exposure to innovative technologies.
• Flexible hybrid work schedule.
• Generous paid time off.
• Team-building events and social activities.
• Modern office space in Bogor .