Customer Support IT

About the role

Exciting opportunity to join PT Innoark Servis Internasional as a Customer Support IT. This full-time role is based in Batam Riau Islands and will be responsible for providing exceptional IT support and customer service to clients.

Job Responsibilities:

• Provide 1st / 2nd level of helpdesk support to our international clients via phone, chats, or emails in a timely and professional manner.
• Ensure incidents are logged and updated in the Zendesk ticketing system.
• Monitor all ticket statuses in Zendesk and ensure issues are followed through and closed satisfactorily.
• Build a good rapport with clients.
• Learn and achieve a good understanding of product features.
• Diagnose and resolve technical problems, escalate complex issues to appropriate teams when necessary.
• Guide customers through troubleshooting steps and provide clear and concise instructions.
• Document customer interactions, technical solutions, and troubleshooting steps.
• Collaborate with cross-functional teams, including Engineering and Product Management, to resolve technical issues and improve product functionality.
• Perform testing tasks based on Use Case scenarios.
• Work in Batam office
• No hybrid/remote/WFH options
• Diagnose software, hardware, and network-related issues.
• Support enterprise applications, cloud services, databases, and custom software.
• Assist with software installations, patches, and updates.
• Troubleshoot system performance issues and provide optimization suggestions.
• Proactively monitor system / server performance and security alerts.
• Identify recurring issues and suggest improvements

Job Requirements:

• Good command of English is a must.
• Ability to communicate (verbally and in writing) with Mandarin-speaking clients will be an advantage.
• Educational background in Computer Science or relevant field
• Knowledge of support framework best practices.
• Minimum of 2 years of experience in a technical customer support or application customer support role, preferably in a software or technology company.
• Strong technical aptitude and troubleshooting skills, with the ability to analyze and solve complex technical problems.
• Excellent communication skills, both written and verbal, with the ability to communicate technical information to non-technical users effectively.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in using SQL commands.
• Proficiency in using a ticketing system such as Zendesk will be an advantage.
• Willingness to work overtime when necessary.
• Troubleshooting abilities
• Good communication skills
• Familiar with MS Azure and/or Amazon AWS services
• Knowledge of networking, databases.

Other Info:

• 5 days work per week
• Job Types: Full-time, Contract

Apply now to join our team as a Customer Support IT and be part of our exciting journey!

Information :

• Company : Innoark Services International
• Position : Customer Support IT
• Location : Batam
• Country : ID