Tier 2 Customer Support Specialist

Ruangguru; Indonesia; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Ruangguru seeks a Customer Support Representative (Tier 2) in Pekanbaru, Indonesia. You will handle escalated inquiries, perform deep troubleshooting, and communicate technical solutions to customers with empathy and clarity.

Join a team focused on resolving complex issues, collaborating with engineering for bugs, maintaining thorough ticket records, and contributing to knowledge base enhancements. You will train new Tier 1 staff and uphold SLAs for timely resolutions.

Qualifications

• High school diploma or equivalent is required.

Responsibilities

• Address and resolve escalated customer inquiries and issues that cannot be solved by Tier 1 support.
• Conduct in-depth troubleshooting of product and service problems, utilizing diagnostic tools and resources.
• Communicate technical solutions and workarounds to customers in a clear and understandable manner.
• Collaborate with engineering and product teams to report bugs and suggest product improvements.
• Maintain detailed records of customer interactions, troubleshooting steps, and resolutions in the ticketing system.
• Develop and update support documentation, FAQs, and knowledge base articles.
• Provide feedback to management on common customer issues and trends.
• Ensure adherence to service level agreements (SLAs) for response and resolution times.
• Assist in training and onboarding new Tier 1 support staff on common issues and resolutions.
• Represent the company's commitment to exceptional customer care at all times.

Education

High school diploma or equivalent

Job description

Ruangguru seeks a Customer Support Representative (Tier 2) in Pekanbaru, Indonesia. You will handle escalated inquiries, perform deep troubleshooting, and communicate technical solutions to customers with empathy and clarity.

Join a team focused on resolving complex issues, collaborating with engineering for bugs, maintaining thorough ticket records, and contributing to knowledge base enhancements. You will train new Tier 1 staff and uphold SLAs for timely resolutions.