Technical Support Executive

Phoenix Contact; Banten; On-site; IDR 72,000,000 - 108,000,000; Full time

Job summary

Phoenix Contact Indonesia is seeking a skilled technical support professional to assist customers and sales teams with connectivity and cabinet efficiency topics. You will handle product inquiries, provide application guidance, and troubleshoot issues while documenting cases in the CRM system.

Work with Application Engineers and internal teams to ensure timely resolution, support order processing, and share knowledge for continuous improvement.

Qualifications

• Diploma or degree in a technical discipline is required or preferred.
• Experience in technical support or customer service is desirable.
• Familiarity with CRM or ticketing systems is a plus.

Responsibilities

• Provide technical support to customers and sales teams via email, phone, or support systems.
• Handle product-related inquiries including specifications, guidance, and troubleshooting.
• Accurately document and track technical cases in the CRM system according to procedures.
• Escalate complex issues to Application Engineers or product teams when needed.
• Coordinate with internal stakeholders on technical topics affecting customers.

Skills

Customer focus

Communication skills

Troubleshooting

Team collaboration

Education

Diploma or Degree in Electrical/Electronics/Engineering

Tools

CRM software

Ticketing system

Job description

Responsibilities:

• Provide technical support to customers and sales teams via email, phone, or support systems, focusing on Connectivity and Cabinet Efficiency
• Handle product-related enquiries, including:
• Product specifications
• Basic application guidance
• Troubleshooting and issue resolution
• Accurately document and track technical cases in the support or CRM system in accordance with procedures
• Analyse technical issues and provide timely solutions based on product knowledge and documentation.
• Escalate complex or unresolved cases to Application Engineers, Product Marketing, or relevant technical teams when required.
• Follow up on open cases to ensure resolution within agreed service levels.
• Support Sales and Customer Service teams with technical clarifications to enable smooth order processing and customer communication.
• Coordinate with internal stakeholders (e.g. Application, Quality, Supply Chain) on technical matters affecting customers.
• Assist in identifying recurring issues and propose improvement actions.
• Maintain accurate records of technical cases, solutions, and customer feedback.
• Contribute to the maintenance of technical documentation, FAQs, or knowledge bases.
• Support internal training or briefing sessions by sharing common issues and product learnings.
• Ensure all technical support activities comply with company policies, quality standards, and safety requirements.
• Handle customer and company information confidentially and professionally.
• Support continuous improvement initiatives in technical support processes.

Requirements:

• Diploma or Degree in Electrical, Electronics, Automation, Engineering, or related technical discipline.
• Minimum 2-4 years of experience in technical support, customer service, or a technical function.
• Basic understanding of industrial products or electrical / electronic components, especially in the field of Connectivity and Cabinet Efficiency is an advantage.
• Experience working with CRM or ticketing systems is a plus.