Operations & Technical Support Co-ordinator
Salary: Rp 6,000,000 – Rp 7,000,000 per month
Job Title: Operations & Technical Support Co-ordinator (SOP & Partner Enablement)
Location: L'Avenue Office, Level 15F, Jalan Raya Pasar Minggu Kav. 16 Pancoran, Jakarta Selatan 12780
Engagement Type: 1-Year Commercial Contract for Services (Renewable based on business performance)
Industry: Digital Music / Media / Copyright Licensing
Monthly All-Inclusive: Rp 6,000,000 - Rp 7,000,000
Communication: We liaise exclusively via email. Please check your inbox, spam folder, and SEEK notifications regularly so you don’t miss interview invites or Microsoft Teams meeting links. Only shortlisted candidates will be contacted.
Role Overview
In direct collaboration with LMKN (Lembaga Manajemen Kolektif Nasional), USEA is seeking an analytical, process-driven Operations & Technical Support Coordinator to serve as the local technical bridge between our regional operations and technical teams, resellers, and partners.
This is not a field-technician or software developer role. Your core focus is creating clear, structured Indonesian-language SOPs and DIY guides, supporting AI-driven customer self-help systems, and providing remote technical coordination to ensure smooth platform onboarding.
Key Responsibilities:
· SOPs & Documentation: Create simple, clear DIY setup guides, user manuals, and how-to articles in Bahasa Indonesia so partners can set up devices themselves.
· Maintain Help Center Content: Write and organize helpful FAQ articles and troubleshooting tips for our online customer help center.
· Support Partners & Resellers: Answer technical questions from distributors and business partners via email and messaging.
· Remote Troubleshooting: Help partners solve basic device, software, or connection issues remotely. Pass complex technical issues to the regional engineering team with clear notes.
· Track Device Records: Keep simple, accurate records of device serial numbers, activations, and user accounts.
· Share Feedback: Report common user issues to our regional product team to help make the platform easier to use.
Candidate Requirements
· Diploma / Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
· 3–5 years of experience in technical support, IT operations, or technical writing/implementation.
· Exceptional technical writing ability in Bahasa Indonesia (proven experience creating clear, structured user guides and SOPs).
· Fluent in English and Bahasa Indonesia (written and spoken).
· Technically savvy with SaaS, IoT, POS, or cloud platform concepts.
· Strong remote communication and partner-management skills.
Working Arrangement & Office Location
Primarily remote / flexible work arrangement, with occasional coordination meetings at our Jakarta coworking location (L'Avenue Office, Pancoran) as required for onboarding and team alignment.
Recruitment & Interview Process – ALL via EMAILS
Stage 1 (Initial Screening): Online video call via Microsoft Teams with the Indonesia Lead.
Stage 2 (Final Round): Onsite in-person interview at our Jakarta office (L'Avenue Office, Pancoran)