Deskripsi pekerjaan
Posisi Support Engineer bertanggung jawab untuk memberikan layanan dukungan teknis jarak jauh secara profesional guna menangani berbagai kendala yang berkaitan dengan sistem POS (Point of Sales). Peran ini menjadi garda terdepan dalam membantu para pengguna dalam hal konfigurasi, penyiapan, pelatihan, serta orientasi sistem agar operasional bisnis klien dapat berjalan dengan lancar tanpa hambatan teknis yang berarti. Tanggung jawab harian meliputi penyediaan bantuan pemecahan masalah melalui WhatsApp, sambungan telepon, serta pemanfaatan perangkat dukungan jarak jauh. Selain itu, Anda bertugas untuk mencatat, menyelidiki, dan menindaklanjuti setiap keluhan pelanggan, mengeskalasi permasalahan rumit kepada tim Produk atau Pengembangan bila diperlukan, memantau kasus yang terbuka, serta mengumpulkan umpan balik pelanggan demi peningkatan kualitas produk dan proses dukungan teknis secara berkelanjutan.
Tanggung jawab: Provide remote technical support and troubleshooting for POS-related issues; Assist customers via WhatsApp, phone calls and remote support tools to resolve system and technical issues; Support customers with POS system configuration, setup, training and onboarding; Log, investigate and follow up on customer issues, escalating complex cases to the Product or Development team when required; Monitor open cases and ensure timely follow-up and resolution, keeping customers informed throughout the process; Identify recurring issues and gather customer feedback to support improvements to the product and technical support processes.
Kualifikasi: 1–3 years of experience in IT Support, Technical Support, POS Support, System Implementation or a related IT role; Strong troubleshooting and problem-solving skills, with the ability to investigate issues independently; Customer-oriented with good communication skills and a strong sense of responsibility; Familiar with remote support tools and basic computer and networking troubleshooting; Experience with POS systems, F&B, retail or payment solutions will be an advantage.
Tanggung jawab
- Provide remote technical support and troubleshooting for POS-related issues
- Assist customers via WhatsApp, phone calls and remote support tools to resolve system and technical issues
- Support customers with POS system configuration, setup, training and onboarding
- Log, investigate and follow up on customer issues, escalating complex cases to the Product or Development team when required
- Monitor open cases and ensure timely follow-up and resolution, keeping customers informed throughout the process
- Identify recurring issues and gather customer feedback to support improvements to the product and technical support processes
Kualifikasi
- 1–3 years of experience in IT Support, Technical Support, POS Support, System Implementation or a related IT role
- Strong troubleshooting and problem-solving skills, with the ability to investigate issues independently
- Customer-oriented with good communication skills and a strong sense of responsibility
- Familiar with remote support tools and basic computer and networking troubleshooting
- Experience with POS systems, F&B, retail or payment solutions will be an advantage
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- $700 – $1,000 per month