Customer Technical Support Specialist - WFO Malang (Full Time)

Join Jagoan Hosting, Indonesia’s leading web hosting and cloud service provider with nearly 20 years of industry expertise! We’re seeking a passionate Customer Technical Support Specialist to join our dynamic team in Malang (Work From Office). If you’re eager to solve complex technical issues, collaborate with a diverse team, and help businesses thrive in the digital landscape, this is the perfect opportunity for you!

As a Customer Technical Support Specialist at Jagoan Hosting, you’ll be the first point of contact for our customers, providing expert technical support and ensuring their seamless experience with our hosting and cloud services. You’ll work closely with our engineering and sales teams to troubleshoot issues, implement solutions, and deliver exceptional customer service. In this role, you’ll leverage your technical expertise to resolve complex problems, while also developing strong communication skills to explain solutions clearly to both technical and non-technical audiences.

📋 Tanggung Jawab Pekerjaan

• Provide first-line technical support to customers, assisting with troubleshooting and resolving hosting and cloud service issues.
• Collaborate with engineering and sales teams to implement technical solutions and improve our services.
• Monitor and analyze customer support tickets, identifying trends and areas for improvement.
• Develop and maintain comprehensive technical documentation and knowledge base articles.
• Train and mentor new support staff, ensuring consistent high-quality service delivery.
• Participate in on-call rotations to ensure 24/7 coverage and rapid response to critical issues.
• Stay up-to-date with the latest industry trends, technologies, and best practices in web hosting and cloud services.
• Contribute to the continuous improvement of our customer support processes and tools.

🎓 Kualifikasi & Syarat

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 3 years of experience in technical customer support, preferably in the web hosting or cloud services industry.
• Proficient in using ticketing systems such as Zendesk, Freshdesk, or similar.
• Strong understanding of web hosting technologies, including Linux, Apache, Nginx, and MySQL.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Excellent written and verbal communication skills in English and Indonesian.
• Ability to work independently and as part of a team in a fast-paced environment.
• Certifications such as CompTIA A+, CompTIA Network+, or AWS Certified Solutions Architect are a plus.

🛠️ Keahlian

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