Helpdesk

Job Description:

• Handle and respond to user and customer inquiries related to Ivosights products and applications.
• Provide basic technical support and troubleshooting for product, system, account, and access-related issues.
• Assist customers in understanding and using product features and functions.
• Identify and analyze issues before resolving them or escalating them to the relevant team.
• Monitor and follow up on reported issues until they are resolved.
• Coordinate with Product, Engineering/IT, and other related teams to resolve customer issues.
• Perform basic testing to help identify system or product issues.
• Maintain records of customer inquiries, issues, and resolutions.
• Create and maintain simple FAQs, troubleshooting guides, and product documentation.
• Report recurring issues and customer feedback to the relevant team for product improvement.
• Provide a good customer experience through clear, responsive, and professional communication.

Requirements:

• Minimum D3/S1 in Information Technology, Information Systems, Computer Science, or related fields.
• Basic understanding of IT, software applications, and troubleshooting.
• Good analytical and problem-solving skills.
• Good communication skills and comfortable interacting with customers/users.
• Able to explain technical issues in simple and easy-to-understand language.
• Familiarity with ticketing/helpdesk systems is a plus.
• Basic knowledge of API, SQL/database, networking, or system troubleshooting is a plus.
• Customer-oriented, detail-oriented, and able to follow up on issues properly.
• Willing to work WFO in Tebet, South Jakarta
• Willing to work on a shifting schedule, including night shifts when required.

Skills: IT Support, Customer Satisfaction, Communication Skills, Customer Service, Problem Solving