Team Leader Help Desk

SERU

Rp5,000,000 - 7,000,000/Month

Operations & Customer Service Call Center Agent

Contract · On-site

Minimum Associate Degree

1 - 3 years of experience

Job Requirements

On-site

1 - 3 years of experience

Minimum Associate Degree

Skills

Teamwork

Customer Support

Outbound Call

Customer Service

Customer Relationship Management

Problem Solving

Help Desk

Call Center

Communication Skills

Microsoft Office

Job Benefits

Health Insurance

THR

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Premium Employer

Job description for Team Leader Help Desk at SERU

Tanggung Jawab

Memimpin dan mengawasi tim agent help desk selama shift berjalan
Menangani eskalasi level 2: analisis kendala aplikasi, transaksi, settlement, dan integrasi merchant
Berkoordinasi dengan tim aplikasi/IT dan pihak bank untuk penyelesaian kasus kritikal
Memantau pencapaian SLA, melakukan QA atas tiket, serta memberikan coaching kepada agent
Menyusun laporan shift, analisis akar masalah (root cause), dan usulan perbaikan SOP/knowledge base
Menangani keluhan merchant yang bersifat sensitif atau berdampak luas (incident handling)

Kualifikasi

Pendidikan minimal D3/S1, diutamakan Teknik Informatika/Sistem Informasi atau bidang terkait
Pengalaman minimal [2–3] tahun di help desk/technical support, minimal [1] tahun pada peran supervisi
Memahami alur transaksi pembayaran digital (QRIS, EDC, e-wallet, settlement, rekonsiliasi)
Menguasai sistem ticketing, mampu membaca log aplikasi, dan memahami dasar query database (SQL) serta konsep API
Mampu mengambil keputusan cepat saat incident dan berkomunikasi lintas tim
Bersedia bekerja dalam sistem shift dan siaga (standby) di luar jam kerja bila diperlukan
Berdomisili di Jakarta dan sekitarnya

SERU

Information Technology and Services

11 - 50 employees

PT. SERU is a dynamic information technology company

established in 2021, specializing in tailored software development,

website design, mobile application creation, and comprehensive

help desk solutions for enterprises and SMEs.

Our team of seasoned IT, technician and customer service experts

prioritizes customer needs, delivering innovative system

consulting, repair, and maintenance services to drive seamless

technology integration and business success.

At PT. SERU, we are dedicated to relentless innovation,

empowering our clients with cutting-edge solutions to thrive in

the fast-evolving digital landscape.

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