Technical Support Engineer Jobs

SoftwareSeni is a Software Development Company based in Yogyakarta & Sydney, Australia. We have been designing and developing phone apps, websites, and mobile experiences. We love solving tough problems – from user experience to design and code.

We build enterprise web-based solutions for clients all over the world, from Australia, Indonesia, Europe, Africa, and America. Our clients from Indonesia: Astra International, Traveloka, Angkasa Pura, Peduli Anak Foundation. Our clients from Australia: Bike Exchange, Downsizing, Red Balloon, Sectara, and many more.

What will you get?

• Birthday Leave. We also want to celebrate our staff happiest day by giving them half-day leave on their birthday.
• Competitive Salary. We believe that salary is one of the main factors that keep the employee in the company, therefore we can guarantee a competitive salary for our Staff.
• Career Development & Training. We have a wonderful onboarding process where we help a new team member to get familiar with the way we work.
• Work arrangement. Hybrid working arrangements at Yogyakarta Office (a flexible work model that supports a blend of in-office, remote, and on-the-go workers).
• English Class. Working in SoftwareSeni means that you would get massive improvement on your English, both spoken and written guarantee!
• Salary Review Twice a year. We will review your salary twice annually in December and June. So, you can focus on work and improve your performance every day.
• Relocation Allowance. We provide a relocation allowance if you do not live in Yogyakarta. The allowance will cover moving costs for you and your family.
• WFH Activities. We provide fun icebreaker activities in the middle of our working hours to chill and build relationships with all of the staff. Sounds fun, right?
• Reasonable & Flexible Schedules. We are encouraging a culture where people can have a good work-life balance. Our schedules are pretty flexible. Need to run an errand in the middle of the day? Totally cool.
• Annual Leave entitlement. 12 working days which can be taken after 3 months of joining.

Role Overview :

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

Skills & Requirement :

• Excellent English communication and written email skill.
• Technically minded, with some experience/understanding of different areas of digital (for example Google Analytics, User Experience, frontend development, web design, etc)
• Strong written and verbal and troubleshooting skills
• Customer service oriented.
• Minimum 2+ years' experience of technical support experience.
• Highly detailed orientated and writing detailed handover points on any specific issue raised by the customer when escalating to a senior team member.
• Be curious about data and keen to learn SQL queries.
• Ideally a good design eye for the visual display of content on websites and (whilst not needing to be a designer) are confident in using page builders to set up great-looking web pages
• A great understanding of how websites are put together using different content management systems (eg Wordpress, Squarespace, Wix etc)
• A basic understanding of web technologies including HTML5, CSS, JavaScript, MySQL, and Excel.
• Relevant Degrees (Associate Degree and/or Bachelor Degree).

Responsibility :

• Liaise between sales team, customer success team, and customers to properly address customer problems.
• Communicating with clients via the software product’s inbuilt support module.
• Reproduce customer environment and run tests.
• Work as a team to investigate and resolve issues.
• Troubleshoot and configure software.
• Ensuring that event registration and donation forms set up by your team are correctly storing data in useable formats.
• Manage and address electronic tickets efficiently.