About The Role

IT Helpdesk is responsible for supporting our products that used by our customers. This role is crucial to a successful customer journey and will require superior technical as well as communication skills to address customer questions and escalations. Externally, you will be communicating with customers via email, phone and web (by ticketing system).

Primary Responsibilities:

• Provide user support for our products, troubleshooting and resolving inquiries and issues
• Provide consultation to clients
• Escalate issues to related teams as necessary, while providing your findings about the issue and any other relevant information to clients
• Manage complex, data-drive investigations and deliver solutions
• Adhere to the defined Service-Level-Agreement (SLA) requirements
• Record all issues in daily basis

Required Qualifications:

• Bachelor’s Degree in Information Technology or Computer science or equivalent work experience
• 1+ years of experience supporting software application and technology systems
• Minimum 1 year experience constructing and executing SQL queries, would be PLUS
• Ability to diagnose & address application issues
• Good communication both in Bahasa and English
• Having knowledge in Fintech, Payment Gateaway and Virtual Account
• Having worked as Customer Service or Helpdesk is a BIG PLUS!
• Willing to work in shift

We are looking for individuals who are:

• Empathy with users
• Patience and understanding
• Attention to detail
• A proactive approach
• Exceptional communication skills both oral and written
• Willingness to learn & ability to adapt is MUST HAVE
• Superior customer service orientation with focus on customer satisfaction
• Ability to communicate complex technical concepts effectively with the internal teams and to adjust the level of detail and complexity when communicating with customers/end users