Technical Support Specialist (Anti Fraud)

Tungsten Automation; Tangerang; On-site; USD 15.000 - 30.000; Full time

Job summary

Tungsten Automation is seeking a Technical Support Engineer to provide expert support for business partners. The role involves troubleshooting customer inquiries, enhancing software functionality, and collaborating with various teams to ensure a smooth customer experience. This position offers opportunities for career growth both nationally and internationally.

Benefits

Competitive salary

Excellent working conditions

Opportunities for career growth

Qualifications

• Strong analytical skills and a proactive attitude.
• Detail-oriented with a focus on customer satisfaction.

Responsibilities

• Diagnose, troubleshoot, and resolve customer inquiries.
• Communicate complex technical issues clearly to various teams.
• Maintain and expand technical knowledge base.

Skills

Analytical skills

Problem solving

Customer engagement

Job description

Job Opportunity: Technical Support Engineer at Tungsten Automation

Are you passionate about solving complex technical challenges? Do you possess strong analytical skills and enjoy engaging with customers? Are you excited to see your work impact diverse IT systems? If so, we invite you to explore this exciting opportunity at Tungsten Automation.

We are seeking a proactive, detail-oriented problem solver who is ready to take ownership and drive results. In return, we offer a competitive salary, excellent working conditions, and opportunities for both national and international career growth.

About the Role

As a Technical Support Engineer, you will play a crucial role in providing expert technical support for our business partners. You will collaborate closely with Product Development and Professional Services to deliver comprehensive solutions, enhance software functionality, and drive process improvements.

Your primary responsibilities include delivering telephone and web-based support for Tungsten Automation products, ensuring a smooth customer experience and efficient issue resolution.

Your Responsibilities

1. Diagnose, troubleshoot, and resolve customer inquiries via email, phone, remote access, and other support channels.
2. Identify and resolve application-related issues, including design and configuration challenges.
3. Communicate complex technical issues clearly to various teams, including Product Management, Software Engineering, Sales, and Quality Assurance.
4. Escalate complex issues to senior engineers or R&D, providing detailed documentation and analysis for resolution.
5. Recreate customer environments to determine the root cause of technical problems.
6. Test and validate software updates, upgrades, and hotfixes to ensure their reliability.
7. Maintain and expand our technical knowledge base by creating and updating documentation.
8. Participate in regular team meetings to share insights, best practices, and updates.