Job description for Helpdesk Support Staff (ERP Products) at PT DAIDAN ADITAMA YAKSA
Job Description:
- Serve as the first point of contact (L1) for client inquiries, issues, and complaints related to our ERP products via ticketing system, email, chat, and phone.
- Log, categorize, and prioritize all incoming tickets accurately and completely in the ticketing system.
- Resolve common user requests and known issues by following standard operating procedures (SOPs) and the internal knowledge base.
- Perform initial triage on reported issues: gather relevant details (module, transaction, error message, screenshots, steps to reproduce) before escalation.
- Escalate unresolved or complex cases to the appropriate functional consultant or technical/development team with clear, well-documented escalation notes.
- Monitor and follow up on escalated tickets to ensure resolution within the agreed Service Level Agreement (SLA), and keep clients informed of progress.
- Verify resolutions with clients before closing tickets and document the solution for the knowledge base.
- Prepare periodic reports on ticket volume, resolution time, SLA compliance, and recurring issues.
- Contribute to improving support SOPs, FAQ documents, and user guides based on recurring patterns.
- Support user administration tasks (e.g., account requests, access issues) according to SOP.
Qualifications:
1. Hands-on experience with ticketing/helpdesk systems (e.g., Salesforce, Freshdesk, Zendesk , Tawk.to, or similar).
2. Proficient in Microsoft Excel / Google Sheets (data entry, basic formulas, pivot tables) for logging and reporting.
3. Willing to learn ERP concepts and business processes (finance/accounting, inventory, procurement, logistics) through internal training.
