Qualifications
- Diploma degree majoring in Management/ Telecommunication / Computer Engineering / Electrical Engineering / Informatics or other related majors.
- Preferably 1 year of experience in a similar role. Fresh graduates are welcome to apply.
- Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace (Docs, Sheets, Slides).
- Skilled in archiving documents neatly and comprehensively.
- Motivated for development, honest and highly initiative.
- Familiarity with helpdesk ticketing system is a plus.
- Knowledge of basic networking, remote desktop tools, troubleshooting hardware and software issues is a plus.
- Strong communication and interpersonal skills.
- Problem-solving mindset.
- Ability to work in team collaboration.
- Ability to work under pressure.
- Patience and customer service orientation.
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Willing to work in the shift work system.
- Act as the first point of contact for customers complaints/problems via internal (Engineer / Project Manager / Project Coordinator) or customers.
- Coordinate with the Engineering or Technical Support team regarding the customer complaints/problems.
- Managing inquiries/opportunities from any customers.
- Create, monitor, and close the tickets in the Ticketing System.
- Manage and ensure the Service Level Agreement (SLA) meets the customer requirements.
- Create activity and work reports.
- Perform and manage customer satisfaction surveys and forward to the appropriate internal teams.
- Conduct regular internal audits according to the Ticketing System.
- Perform other tasks related to Customer Support Center (CSC) as needed.