Deskripsi pekerjaan Tech Support PT Berbagi Inovasi Teknologi (Biteship)
Tech Support will be on the front lines in helping merchants and business partners resolve technical issues, such as e-commerce plugin integration (WooCommerce, Shopify), using the Biteship API, WMS configuration, and fulfillment workflows. This position is ideal for candidates with technical skills in web development and e-commerce, who enjoy helping others and are able to clearly explain technical concepts to non-technical users.
Job Descriptions
- Handle merchants’ technical questions and complaints via phone, live chat, and email regarding the use of the Biteship platform
- Assist with the installation, configuration, and troubleshooting of the Biteship plugin on WooCommerce, Shopify, and other e-commerce platforms
- Provide technical guidance on Biteship API integration to merchants and third-party developers
- Assist with merchant onboarding into the Biteship WMS and fulfillment systems, including SKU setup, inbound, picking & packing, and outbound processes
- Investigate and reproduce bugs or technical issues reported by merchants, then escalate them to the Engineering team if necessary
- Document technical solutions and procedures in the internal knowledge base and Biteship Help Center
- Collaborate with the Product and Engineering teams to convey merchant feedback regarding feature improvements
- Ensure ticket response and resolution SLAs are met in accordance with company standards
- Create daily/weekly reports regarding ticket volume, issue categories, and resolution rates
Required Qualifications
- At least 2 years of experience in technical support, help desk, or a similar role
- Familiarity with and experience working with WooCommerce (WordPress) and/or Shopify—including plugin/app installation and storefront configuration
- Basic understanding of web development: HTML, CSS, JavaScript, and the use of browser DevTools for debugging
- Familiar with REST API concepts: HTTP methods, requests/responses, JSON, API key/OAuth authentication
- Able to use API testing tools such as Postman or Insomnia
- Ability to read and understand technical documentation in Indonesian and English
- Able to communicate effectively in writing and verbally in Indonesian
- Able to work collaboratively with internal teams as well as across departments
Additional Qualifications
- Experience with other e-commerce platforms: Tokopedia, Shopee, Lazada, TikTok Shop, or Magento
- Experience using or implementing a WMS (Warehouse Management System) or fulfillment application
- Familiarity with Indonesian logistics or courier platforms (JNE, J&T, SiCepat, AnterAja, etc.) and shipping workflows
- Experience using CRM or ticketing tools such as Zendesk, Freshdesk, or Intercom
- Understanding of basic SQL for reading data and logs (a major plus)
- Previous experience working at a technology company or logistics/e-commerce startup
- Understanding of webhooks, event-driven architecture, or basic system integration
- Active English language skills are a plus
