Technical Support
Description
Salary: Rp 2.800.000 – Rp 3.300.000 per month
Requirements
Fresh graduates are welcome to apply. Preferable experience in Helpdesk, Customer Support, or other related technical roles
Good understanding of software systems, APIs, and troubleshooting methods
Strong analytical and problem-solving skill
Good english communication skills, able to explain technical topics in simple terms
Familiarity with tools such as Postman (basic), SQL (basic), and ticketing systems
Ability to work efficiently in a fast-paced environment with cross-functional teams
Detail-oriented, patient, and customer-focused
Flexible and willing to work in a shift rotation as required
Experience in payment gateway projects is a plus
Responsibilities
Respond to user inquiries and technical issues via chat, email,online meeting or ticketing systems
Perform initial troubleshooting for application errors, login/access issues, feature malfunctions, or performance problems.
Reproduce user-reported issues and collect detailed information to support further investigation
Escalate complex issues to the Development or Operations team with complete and accurate documentation
Monitor system health, identify abnormalities, and report urgent incidents promptly
Provide clear instructions and guidance to users regarding system usage, configurations, or feature navigation
Maintain and update knowledge base articles, SOP, and internal technical documentation
Collaborate with Product, QA, and Developer teams to ensure fast and effective issue resolution
Track and follow up on open tickets to ensure timely closure and user satisfaction