Software Support Agent - Hybrid Growth & Impact

Carousell Group; Bandar Lampung; Ibrido; IDR 66.960.000 - 122.760.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health benefits

Paid time off

Hybrid work model

Professional development

Team-building events

Growth opportunities

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Analytical thinking

Problem solving

English communication

Formazione

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

Strumenti

Windows

macOS

Linux

Python

Bash

ServiceNow

Zendesk

Descrizione del lavoro

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