Job description for Technical Support at PT KODE KOLEKTIF INDONESIA
Requirements
- Fresh graduates are welcome to apply. Preferable experience in IT Support, Customer Support, or other related technical roles
- Good understanding of software systems, APIs, and troubleshooting methods
- Strong analytical and problem-solving skill
- Good english communication skills, able to explain technical topics in simple terms
- Familiarity with tools such as Postman (basic), SQL (basic), and ticketing systems
- Ability to work efficiently in a fast-paced environment with cross-functional teams
- Detail-oriented, patient, and customer-focused
- Flexible and willing to work in a shift rotation as required
- Experience in payment gateway projects is a plus
Responsibilities
- Respond to user inquiries and technical issues via chat, email,online meeting or ticketing systems
- Perform initial troubleshooting for application errors, login/access issues, feature malfunctions, or performance problems.
- Reproduce user-reported issues and collect detailed information to support further investigation
- Escalate complex issues to the Development or Operations team with complete and accurate documentation
- Monitor system health, identify abnormalities, and report urgent incidents promptly
- Provide clear instructions and guidance to users regarding system usage, configurations, or feature navigation
- Maintain and update knowledge base articles, SOP, and internal technical documentation
- Collaborate with Product, QA, and Developer teams to ensure fast and effective issue resolution
- Track and follow up on open tickets to ensure timely closure and user satisfaction
