Chi tiết công việc Senior Customer Service tại HRM Labs Indonesia
Senior Customer Support – Job Requirement
Role Overview
The Senior 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
1. 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
2. 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
3. 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
4. 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
5. 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
1. 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
2. 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
