IT Application Support


  • South Jakarta, Indonesia
    Tokopedia Tower. Jl. Prof Dr. Satrio Street Kav. 11, 52nd Floor, Kelurahan Karet Semanggi, Kecamatan Setiabudi, RT.3/RW.3,12940, South Jakarta, DKI Jakarta, Indonesia
    South Jakarta
    DKI Jakarta
  • Full time
Posted 2 months ago and deadline of application is on 30 May
Recruiter was hiring 4 hours ago

IT Application Support


Job Description

  • Monitor service management tools/ticketing system and administration (e.g. create business rules, triggers, integrations etc); and proactively manage the day-to-day issues raised by Business users.
  • Track the progress of resolution and provide regular updates for follow-up actions and incident status; and proactively keep users informed throughout all stages of all processes by phone, email and instant messenger.
  • Determine the actions required to resolve operational/product problems, escalating as required to minimize the impact to individual users and the organization.
  • Document troubleshooting methodology, information, analyzes facts/conditions regarding the reported issue, and create coaching materials/technical materials.
  • Document reported problems and corresponding solutions in short and clear articles within the company knowledge base.
  • Proactively create knowledge base articles, process documents and share within the team.
  • Assist in the creation of incident reports and other documents as applicable, compile technical reports and user facing procedure documents.
  • Coordinate planned changes by engaging and communicating with users and liaising with various internal teams.
  • Constantly review ticket backlog to ensure they are kept to a minimum and take necessary actions to seek resolution of user issues to achieve high levels of customer satisfaction.
  • Work with internal teams to ensure issues are actioned and communicated in a timely manner, including service outages/escalated issues and opportunities.
  • Actively contribute to monitoring and alerting strategy and approach, using continuous improvement to ensure monitoring is sufficient and appropriate for the environment.
  • Contribute to the team workload by accomplishing related tasks to achieve key results as required.
  • Assist in the deployment and upgrading of application stack into non-production and production environments; troubleshoot and resolve problems with the deployment and operation of environments.
  • Lead or participate in management of incidents, requests and problems, request fulfillment and problem resolution and escalation activities, and perform root cause analysis.

Minimum Qualifications

  • Bachelor’s degree, preferably in related field preferred or equivalent work experience.
  • Minimum 2 years of experience in software related customer service/contact center operations and technical support role.
  • In-depth knowledge of software systems such as Zendesk, JIRA or other industry standard service management tools/ticketing system.
  • Good knowledge of HTML, XML, JavaScript or CSS experience.
  • Good understanding of cloud technologies, SaaS concepts and shell scripting.
  • Good understanding of Application Developments.
  • Knowledge of contact center operations and technologies desirable.
  • Experience with other contact center products preferred.
  • Support a dynamic team environment by collaborating with other departments, team and workgroup members; contributing time, effort and ideas, and commitment to work collaboratively toward common goals.
  • Demonstrated passion for delivering a positive customer experience through timely response, and positive interaction, and maintain composure in difficult situations.
  • Proven experience in end-to-end problem determination/troubleshooting issues and root cause analysis.
  • Good communication and presentation skills with experience interacting with users.
  • Proven ability to organize, prioritize and schedule work assignments; and adapt well to changing circumstances, direction, and strategy.

Perks and Benefits

  • Work from Home Work from Home

Jobs Summary

Job level
Associate / Supervisor
Job category
IT and Software
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
South Jakarta, DKI Jakarta, Indonesia
1 opening

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About Tokopedia

Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology. We are the leading marketplace in Indonesia; we encourage millions of merchants and consumers to participate in the future of commerce. Our vision is to build an ecosystem where everyone can start and discover anything with ease. We are holding to these three principles that drive us forward. We call them our DNA, the traits that embody who we are as Tokopedia Nakama: Focus on Consumer, Growth Mindset, and Make it Happen, Make it Better