More jobs:
Technical Support Executive
Job in
Tangerang, Banten, Indonesia
Listed on 2026-10-17
Listing for:
Phoenix Contact
Full Time
position Listed on 2026-10-17
Job specializations:
-
IT/Tech
Technical Support, IT Support
Job Description & How to Apply Below
- Provide technical support to customers and sales teams via email, phone, or support systems, focusing on Connectivity and Cabinet Efficiency
- Handle product‑related enquiries, including:
- Product specifications
- Basic application guidance
- Troubleshooting and issue resolution
- Accurately document and track technical cases in the support or CRM system in accordance with procedures
- Analyse technical issues and provide timely solutions based on product knowledge and documentation.
- Escalate complex or unresolved cases to Application Engineers, Product Marketing, or relevant technical teams when required.
- Follow up on open cases to ensure resolution within agreed service levels.
- Support Sales and Customer Service teams with technical clarifications to enable smooth order processing and customer communication.
- Coordinate with internal stakeholders (e.g. Application, Quality, Supply Chain) on technical matters affecting customers.
- Assist in identifying recurring issues and propose improvement actions.
- Maintain accurate records of technical cases, solutions, and customer feedback.
- Contribute to the maintenance of technical documentation, FAQs, or knowledge bases.
- Support internal training or briefing sessions by sharing common issues and product learnings.
- Ensure all technical support activities comply with company policies, quality standards, and safety requirements.
- Handle customer and company information confidentially and professionally.
- Support continuous improvement initiatives in technical support processes.
- Diploma or Degree in Electrical, Electronics, Automation, Engineering, or related technical discipline.
- Minimum 2–4 years of experience in technical support, customer service, or a technical function.
- Basic understanding of industrial products or electrical / electronic components, especially in the field of Connectivity and Cabinet Efficiency is an advantage.
- Experience working with CRM or ticketing systems is a plus.
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