Experience

PT Sentra Vidya Utama (SEVIMA)

• Indonesia
• IT Services and IT Consulting
• 100 - 200 Employee

• • Apr 2022 - Present

  As a QA Quality Assurance of Customer Support Supervisor/Leader at an Edu Tech company, my roles and responsibilities include: 1. Testing application systems. Conducting testing of customer-related application systems. Identifying and documenting bugs or issues within the application and reporting them to the development team for improvement.2. Analyzing system improvements. Analyzing application systems to identify enhancements or developments that can improve user experience and operational efficiency. Providing feedback to the development team regarding features or functions that need improvement or addition.3. Checking databases4. Ensuring customer service quality. Responsible for ensuring that the customer support team delivers high-quality customer service. Monitoring and evaluating interactions with customers to ensure compliance with company quality standards.5. Developing policies and procedures. Assisting in designing and implementing policies and procedures for customer service. Ensuring that clear processes and guidelines are in place to assist the customer support team in delivering consistent and effective service.6. Training and guiding the team7. Analyzing performance. Collecting data and information related to customer service performance, including customer satisfaction levels, response time, and issue resolution speed. Analyzing this data to identify trends, weaknesses, and improvement opportunities. Reporting analysis results to management for better decision-making.8. Communicating with internal teams9. handling escalations10. Improving processes11. Conducting audits12. Managing the knowledge base13. Delivering training, creating reports14. Developing KPIs and competency metrics. Assisting in designing and implementing appropriate Key Performance Indicators (KPIs) for the customer support team15. Creating data visualization dashboards16. Analyzing data and providing insights17. Formulating improvement recommendations. Show less

• • Sep 2021 - Mar 2022

  1. Providing technical assistance: Assisting customers with technical issues, involves troubleshooting problems, providing guidance on product usage, and resolving customer inquiries or concerns.2. Responding to customer inquiries: Interacting with customers through various communication channels such as email, phone, or live chat to address their questions, requests, or issues promptly and effectively. Ensuring timely and accurate responses to maintain customer satisfaction.3. Documenting and tracking support cases: Logging customer interactions and support cases in a ticketing system or CRM (Customer Relationship Management) software. Maintaining detailed records of customer issues, resolutions, and any necessary follow-up actions.4. Collaborating with cross-functional teams: Liaising with the product development, engineering, and quality assurance teams to report and escalate customer issues. Providing feedback on product improvements or enhancements based on customer feedback and user experiences.5. Creating and updating support documentation: Developing and maintaining a knowledge base, FAQs (Frequently Asked Questions), or user guides to assist customers in resolving common issues independently. Regularly updating documentation to reflect product updates or changes.6. Conducting user testing and feedback: Participating in user testing initiatives to ensure product functionality, usability, and quality. Collecting user feedback, conducting surveys, or gathering insights to inform product development and enhancements.7. Analyzing customer trends and needs: Monitoring customer feedback, trends, and needs to identify patterns, common issues, or areas for improvement. Providing insights to the product management team to drive product roadmap decisions and enhancements.8. Continuously improving customer support processes: Proactively identifying opportunities for improving the efficiency and effectiveness of the product support function. Show less



DycodeX

• Indonesia
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Support Engineer

  • Jan 2021 - Jul 2021

  - Experienced in installing, configuring and troubleshooting products - Developed test plans, test scenarios, test cases and test reports for firmware, hardware and software. - Providing technical support to customers for a defined technology area and resolve very complex technical customer questions and problems - Do some technical documents and managing multiple cases at one time - Assisted in the development of product UI/UX design layout that increased user usability - Illustrate product logos, icons and brand guidelines that increased a unified design Show less



Telkomsel

• Indonesia
• Telecommunications
• 700 & Above Employee

• Brand Ambassador

  • Apr 2019 - Oct 2019

  - As a cooperation liaison (sponsor) for student activities with Telkomsel - Selling Telkomsel products with a target achievement of IDR 10,000,000 in a month - Branding Telkomsel products on social media - As a cooperation liaison (sponsor) for student activities with Telkomsel - Selling Telkomsel products with a target achievement of IDR 10,000,000 in a month - Branding Telkomsel products on social media



PT. TELKOM AKSES

• Indonesia
• Telecommunications
• 700 & Above Employee

• Technical Support Logic Assurance

  • Jan 2019 - Apr 2019

  - Perform FTTH network troubleshooting - Analyze and troubleshoot ONT devices remotely using GPON technology - Accumulated and reported trouble which done fixed - Perform FTTH network troubleshooting - Analyze and troubleshoot ONT devices remotely using GPON technology - Accumulated and reported trouble which done fixed