Specialist – Technical Support (English and Bahasa Indonesia Language Support)

The Responsibilities of the Role :

Operational Deliverables and Contribution

• Handling Voice / Non -Voice customer, including detailed recording of the issue according to defined processes.
• Identifies the cause of hardware / software faults and provides a solution or dispatch onsite engineer with part to resolve the issue.
• Advice & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
• Responsible for ensuring that the set KPIs are achieved.
• Create a case in ticketing system, monitoring and drive the case until closure.
• To update the ticketing system accurately and efficiently with call details, actions taken and resolution.
• To ensure high levels of customer satisfaction with individual calls
• If not successful in solving the ticket, forward to the next appropriate level.
• Usage of remote tools (where applicable) to analyze and resolve tickets.
• Ad-hoc tasks such as queue monitoring, light reporting and projects covering different time zones of regions.

Skill Requirements :

The Package :

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