Skill diminta
Analytical ThinkingCommunicationCustomer SupportEnglishLeadershipMentoring
Deskripsi
- Job description for Customer Support at HRM Labs Indonesia
- Customer Support – Job Requirement
- Role Overview
The Customer Support is responsible for handling complex client issues, guiding the support team, and ensuring high-quality service delivery. This role also bridges the gap between customers and the technical team by performing structured system checks, basic troubleshooting, and clear issue documentation.
- Key Responsibilities
- Customer Support & Escalation Handling
- Handle complex and high-priority customer issues (L2 support)
- Ensure timely resolution and proper follow-up on escalated tickets
- Act as the main point of contact for critical client concerns
- Maintain high customer satisfaction and service standards
- Team Support & Leadership
- Mentor and guide junior support team members
- Review tickets and provide feedback to improve response quality
- Assist in creating SOPs, knowledge base, and support documentation
- Monitor team performance and suggest improvements
- System Checking & Issue Analysis (Semi-Technical)
- Perform initial investigation before escalating issues to developers
- Replicate issues in staging or testing environments
- Analyze system logs and error messages to identify root causes
- Validate whether issues are bugs, configuration errors, or user mistakes
- Conduct UAT (User Acceptance Testing) for bug fixes or new features
- Cross-Team Collaboration
- Work closely with Product, QA, and Engineering teams
- Provide clear, structured bug reports (steps, expected vs actual result, logs)
- Ensure proper communication flow to avoid delays in issue resolution
- Process Improvement
- Identify recurring issues and propose system or process improvements
- Help reduce ticket volume through better documentation and automation
- Contribute to improving internal tools and support workflows
Qualifications
- Experience
- Minimum 1-3 years as Senior Customer Support (preferably SaaS environment)
- Experience handling escalations and enterprise-level clients
- Prior experience mentoring or leading a team is a strong advantage
- Core Skills (Customer Support)
- Excellent communication skills (English required)
- Strong problem-solving and analytical thinking
- Ability to manage multiple priorities under pressure
- Customer-centric mindset with professional attitude