IT Technical Support

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• Full professional proficiency in Bahasa and English
  Computer/Engineering degree
• 3+ years’ experience in a technical solutions/customer service role
• Ability to work well in a team environment
• Excellent verbal and written communication skills
• Proficiency with Microsoft Office Suite and Google Docs (knowledge of existing Support platforms like Salesforce, Freshdesk is a bonus)
• Ability to remain professional and courteous with customers at all times
  In-depth knowledge of MYSQL, Linux, AWS and network troubleshooting.
• Would be a plus with knowledge of Dockers, JIRA(Atlassian Analytics),POSTMAN,JENKINS.
• Experience with API (public, partner, private and composite).
• Knowledge on SMPP Gateways (Kannel/NowSMS) and debugging of SMPP issues.
• Familiarity with programming languages, such as Java or Python, Shell scripting, PHP.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
  Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Job Responsibilities

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup, API integration and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers or infra teams)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

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