Job description for Support Staff at PT. Reka Sinergi Pratama
About the Role
We are looking for a Support Staff to join our team and support customers in using our SaaS-based travel technology platform.
In this role, you will not only handle customer inquiries, but also work closely with our Product and Developer teams to troubleshoot issues, conduct product testing, support new feature releases, and provide feedback for product improvement.
This position is ideal for someone who enjoys solving problems, learning technology, communicating with customers, and working in a fast-paced environment.
What You’ll Do
1. Respond to customer inquiries through email, telephone, chat, or other communication channels according to established SLA.
2. Provide clear and accurate guidance regarding product features, functions, and system usage.
3. Troubleshoot customer issues and provide appropriate solutions or workarounds.
4. Analyze reported issues and identify potential system errors or product-related problems.
5. Document, track, and follow up on customer issues until they are resolved.
6. Escalate technical issues to the relevant Product or Developer team when necessary.
7. Conduct functional testing and UAT for new features, system updates, and improvements.
8. Identify, document, and report bugs or system errors found during testing.
9. Coordinate with the Product and Developer teams during feature implementation and deployment.
10. Monitor recurring issues and provide insights or recommendations for product improvement.
11. Assist with customer onboarding, product training, and user guidance.
12. Maintain up-to-date knowledge of products, features, system processes, and travel technology.
13. Deliver friendly, responsive, and efficient customer support.
What We’re Looking For
1. Minimum Diploma/Bachelor's degree in Information Technology, Computer Science, Business, Travel & Tourism, or a related field.
Fresh graduates are welcome to apply.
2. 1–2 years of experience in Customer Support, Technical Support, Product Support, SaaS, Travel Technology, OTA, GDS, or related fields is a plus.
3. Basic understanding of web-based applications and SaaS platforms.
4. Familiar with basic troubleshooting, UAT, functional testing, and bug reporting.
5. Comfortable working with digital tools such as Microsoft Office or Google Workspace.
6. Good command of Bahasa Indonesia and English, both written and verbal.
7. Basic knowledge of API, SQL, database, or system integration is an advantage.
If you are curious about technology, enjoy solving problems, and want to build your career in SaaS and Travel Technology, we’d love to hear from you!
Apply now and grow with us.
