Job description for Technical Support at PT Computrade Technology International
Requirements:
- Proficient in Microsoft Excel for accurate data entry, ticket tracking, and basic analysis for monthly reporting
- Empathetic and patient in handling customer issues, with a proactive approach to uncovering the root problem
- Able to translate customer complaints into clear, structured technical descriptions for L2 escalation, and explain technical findings and resolutions to customers in simple, non-technical language
- Fast learner, able to quickly understand new products and features through documentation, hands-on exploration, and knowledge transfer, and comfortable adapting to frequent product updates
- Basic IT knowledge (mandatory)
- Strong written and verbal communication skills
- High emotional intelligence; stays calm and professional under pressure
- Disciplined in following SOP and SLA, with strong attention to detail
- Willing to work in shifts to support customers up to 24/7 (overtime compensation applies)
Responsibility:
- Handle every customer escalation following the defined SOP flow: first response, create ticket, send confirmation to customer, then resolve or escalate to L2
- Record every inquiry in the defined Excel log accurately and completely
- Engage customers with empathy and dig proactively to identify the real problem they are experiencing
- Resolve issues within L1 capability for HMS and Kouventa, and escalate to L2 using the standard escalation format when needed
- Ensure every ticket is resolved within the defined SLA, communicate the result to the customer, and confirm the issue is truly solved
- Prepare a monthly report on incoming ticket trends and recurring issues
