Senior IT Customer Support

Deskripsi pekerjaan

IT Customer Support role is responsible for providing technical assistance and support to customers regarding software applications, systems, and IT-related issues. The role ensures that customer inquiries and technical problems are resolved efficiently while maintaining high levels of customer satisfaction.

Key Performance Indicators (KPI)

• Ticket resolution time.
• Customer satisfaction score.
• SLA compliance rate.
• Number of issues resolved.
• Quality and accuracy of support documentation.

Customer Support

1. Respond to customer inquiries via phone, email, ticketing system, or chat.
2. Provide first-level technical support for software, hardware, and network-related issues.
3. Assist customers in troubleshooting and resolving system/application problems.
4. Guide users through step-by-step solutions and system usage procedures.

System and Application Support

1. Support users in operating company applications and systems.
2. Perform basic system configuration and user account management.
3. Assist with application testing and validation after issue resolution.
4. Provide user training and guidance when required.

Documentation and Reporting

1. Maintain accurate records of customer interactions and issue resolutions.
2. Create and update user guides, FAQs, and support documentation.
3. Prepare periodic reports on support activities and issue trends.

Service Quality Improvement

• Identify recurring issues and recommend preventive solutions.
• Collaborate with development and infrastructure teams to improve system performance.
• Ensure compliance with Service Level Agreements (SLA).

Kualifikasi

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience in customer support or helpdesk is an advantage.
• Understanding about Database Query, AI Driven
• Professional proficiency in English (written and verbal)
• Basic understanding of computer networks, operating systems, databases, and web applications.
• Familiarity with ticketing systems and troubleshooting processes is preferred.
• Strong analytical and problem-solving skills.
• Good communication and interpersonal skills.
• Proven experience in managing and supporting clients.
• Experience in handling client inquiries, issues, and requirements
• Strong experience in collaborating with cross-functional teams to support project implementation and ongoing maintenance activities.