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Senior Technical Support Specialist

Salary undisclosed

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Executive recruitment company Monroe Consulting Group Indonesia is recruiting on behalf of a leading global deep technology firm specializing in advanced network analytics and simulations. As expansion continues, our client is seeking a professional with at least 5 years experience in Technical Support Specialist with remote working arrangement.

This role is situated at the convergence of Engineering, Product, and Client Success, demanding a strong ability to prioritize tasks, advanced organizational skills, and the capacity to work effectively with minimal guidance.

Your responsibilities will not only involve addressing software and hardware issues but also encompass managing tickets, facilitating the onboarding of new clients, meeting critical timelines, contributing to standard-setting processes, identifying strategic opportunities, and overseeing technology assets.

The role involves diagnosing and resolving technical software issues, both internally and externally, while taking ownership of inbound client support problems. This includes prioritizing, troubleshooting, and developing response plans for issues related to the platform and service level agreements. Responsibilities also include tracking and routing issues in Jira Service Desk, creating documentation or tutorials for new issues, and redirecting or escalating problems to the appropriate resources. Additionally, the role involves contributing to product documentation and providing guidance through Confluence on various topics such as security, installation, administration guides, and technical requirements.