Job description for Helpdesk at Pt. Ivonesia Solusi Data (ivosights)
Job Description:
- Handle and respond to user and customer inquiries related to Ivosights products and applications.
- Provide basic technical support and troubleshooting for product, system, account, and access-related issues.
- Assist customers in understanding and using product features and functions.
- Identify and analyze issues before resolving them or escalating them to the relevant team.
- Monitor and follow up on reported issues until they are resolved.
- Coordinate with Product, Engineering/IT, and other related teams to resolve customer issues.
- Perform basic testing to help identify system or product issues.
- Maintain records of customer inquiries, issues, and resolutions.
- Create and maintain simple FAQs, troubleshooting guides, and product documentation.
- Report recurring issues and customer feedback to the relevant team for product improvement.
- Provide a good customer experience through clear, responsive, and professional communication.
Requirements:
- Minimum D3/S1 in Information Technology, Information Systems, Computer Science, or related fields.
- Basic understanding of IT, software applications, and troubleshooting.
- Good analytical and problem-solving skills.
- Good communication skills and comfortable interacting with customers/users.
- Able to explain technical issues in simple and easy-to-understand language.
- Familiarity with ticketing/helpdesk systems is a plus.
- Basic knowledge of API, SQL/database, networking, or system troubleshooting is a plus.
- Customer-oriented, detail-oriented, and able to follow up on issues properly.
- Willing to work WFO in Tebet, South Jakarta
- Willing to work on a shifting schedule, including night shifts when required.
