Technical Support Specialist - Problem Solver & Customer Advocate

Eterna, LLC; Indonesia; Remote; IDR 120,000,000 - 180,000,000; Full time

Job summary

Eterna, LLC is seeking a Customer Support Specialist (Technical Support) in Indonesia. You will act as a bridge between users and the engineering team, solving complex issues and documenting steps for fixes.

You’ll translate technical concepts into clear language and contribute to self-service improvements. Candidates should have strong problem-solving and analytical skills, experience in customer or technical support, and the ability to communicate clearly.

Qualifications

• Strong problem-solving and analytical abilities.
• Experience in customer or technical support roles.
• Ability to translate technical concepts into plain language.

Responsibilities

• Resolve complex user issues beyond basic support.
• Investigate and reproduce bugs with clear reproduction steps for engineering.
• Use Zendesk/HubSpot to manage tickets and customer history.
• Translate technical concepts into simple, user-friendly explanations.
• Identify recurring issues and document self-service improvements.
• Surface product feedback and customer pain points to the team.

Skills

Problem-solving

Analytical thinking

Communication

Documentation

Proactive mindset

Tools

Zendesk

HubSpot

Job description

Eterna, LLC is seeking a Customer Support Specialist (Technical Support) in Indonesia. You will act as a bridge between users and the engineering team, solving complex issues and documenting steps for fixes.

You’ll translate technical concepts into clear language and contribute to self-service improvements. Candidates should have strong problem-solving and analytical skills, experience in customer or technical support, and the ability to communicate clearly.