Solution & Support Specialist

Qiscus is an AI-powered omnichannel customer engagement platform that enables businesses to meet the rising expectations for exceptional Customer Experiences (CX) by facilitating timely and intuitive conversations at scale.. The Solution and Support Specialist will play the important role of boosting our clients trust and enhancing customer experience (CX) by assisting clients in resolving technical issues through clear explanations of technical details. Therefore, we are looking for a person who possesses great problem-solving and communication skills to provide timely and accurate solutions to our clients' queries to do with technical issues.

What You Will Do:

• Ask clients targeted questions to quickly understand the root cause of any issue or problem with Qiscus products
• Properly escalate unresolved issues to appropriate internal teams
  
• Refer to internal database or external resources to provide accurate tech solutions
  
• Prioritize and manage several open issues at one time
  
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  
• Assist clients in resolving editorial reviews, including providing constructive feedback

What You Will Bring to the Role:

• Experienced in Solution and Support or similar roles
• Preferably from Information Technology or Computer Science background OR a relevant major
• Good understanding of computer systems, mobile devices and other tech products
• Possess the ability to diagnose and troubleshoot basic technical issues
• Have excellent problem-solving and communication skills
• Possess the ability to provide step-by-step technical help, both written and verbal
• Fluent in both Bahasa Indonesia and English (written and spoken)