Technical Support - (It Services Industry)

Description
SabiKerja is a curated headhunter agency based in Jakarta that is well-known as a one-stop talent solution in which we connect curated quality talent with the institution or company that partners with us.
We represent our client that Software-as-a-Service (SaaS) company that specializes in delivering innovative finance solutions to businesses of all sizes. With a dedicated focus on financial management, their cutting-edge software platform enables organizations to streamline their financial processes, enhance decision-making capabilities, and achieve greater operational efficiency.
Key Responsibilities

• Provide prompt and efficient Technical Support to customers via various channels, including phone, email, and chat.
• Diagnose and troubleshoot software and hardware issues reported by customers, ensuring timely resolution.
• Guide customers through the installation, configuration, and usage of the company's IT SaaS products.
• Document and track customer interactions, issues, and resolutions in the support ticketing system.
• Collaborate with cross-functional teams, including developers and product managers, to escalate and resolve complex technical issues.
• Stay updated on product updates, new features, and industry trends to provide accurate and up-to-date information to customers.
• Identify recurring technical issues and work with the team to develop solutions and improve product functionality.
• Provide training and guidance to customers on using the company's IT SaaS products effectively.
  

• Minimum of 2 years of experience in Technical Support, preferably in the IT SaaS industry.
• Strong knowledge of software applications, operating systems, and hardware components.
• Familiarity with cloud-based technologies and SaaS concepts.
• Excellent problem-solving skills and the ability to think analytically.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Customer-oriented mindset with a focus on delivering exceptional service.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Relevant certifications, such as CompTIA A+, Microsoft Certified Professional (MCP), or similar, are a plus.