Technical Support Specialist

Job Description

Key responsibilities:
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup, API integration, and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers or infra teams)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients
Technical skill requirements:
• In-depth knowledge of MYSQL, Linux, AWS, and network troubleshooting.
• Would be a + with knowledge of Dockers, JIRA(Atlassian Analytics),POSTMAN,JENKINS.
• Experience with API (public, partner, private and composite).
• Knowledge of SMPP Gateways (Kannel/NowSMS) and debugging of SMPP issues.
• Familiarity with programming languages, such as Java or Python, Shell scripting, and PHP.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus
Skill Requirements:
• Full professional proficiency in Bahasa and English
• Engineering degree
• 3+ years experience in a technical solutions/customer service role
• Ability to work well in a team environment
• Display customer empathy solution-driven approach
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office Suite and Google Docs (knowledge of existing Support platforms like Salesforce, and Freshdesk is a bonus!)
• Ability to remain professional and courteous with customers at all times

Keyskills :
jenkinsmysql