L1 Technical Support

📢 Job Vacancy: L1 Technical Support 📍 Location: Jakarta 🏢 Industry: Digital Banking

Responsibilities:

1. Resolve technical issues and provide support to stakeholders through the provided helpdesk tools.
2. Assist in monitoring and escalating issues related to system reliability, stability, and scalability to the engineering team.
3. Collaborate with the Customer Service team to resolve technical issues and/or provide temporary solutions for issues that cannot be resolved through normal operations.
4. Execute and track production support activities according to the defined SLA.
5. Ask specific questions to customers to quickly identify the root cause of issues.
6. Create technical knowledge documentation.
7. Ensure all issues and problems are properly documented.

Job Requirements:

1. Minimum 1 year of relevant working experience, with at least one year related to support, operations, or IT.
2. Strong understanding of support flows and procedures.
3. Able to remain calm during emergencies and make appropriate decisions to handle unexpected situations.
4. Strong problem-solving skills.
5. Able to provide simple step-by-step technical assistance, both verbally and in writing.
6. Good English communication skills.
7. Familiar with online tools such as Zendesk, Google Calendar, web-based email, Slack, etc.
8. Understands how to troubleshoot basic mobile hardware and software issues and has experience in product support.
9. Has experience as a Software Engineer with a focus on troubleshooting and has participated or is currently participating in the Sea Labs Bootcamp.

Note: For Indonesian citizens only, and we only accept CVs in English.

Skills: Jira, Grafana, English Language, Remote Technical Support