IT Customer Support  

• Serving as the first point of contact for customers seeking IT technical or functional assistance and determining the best solution based on the issue and details provided by customers

• Monitor service management tools/ticketing system and administration, and proactively manage the day-to-day issues

• Track the progress of resolution and provide regular updates for follow-up actions and incident status

• Determine the actions required to resolve operational/product problems, escalating as required to minimize the impact on individual users and the organization

• Work with internal teams to ensure issues are actioned and communicated in a timely manner, including service outages/escalated issues and opportunities

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred but not always required)

• Minimum 1 year of prior experience in IT Support, IT Customer Support, or equivalent

• Experience handling support through ticketing systems

• Experience creating and maintaining support documentation and knowledge bases

• Excellent verbal and written communication skills to effectively interact with customers

• Ability to understand and address customer concerns with patience and empathy

• Strong analytical skills to identify, diagnose, and resolve issues

• Ability to work effectively as part of a team

• Willing to be placed at client office located within Jakarta area