Technical Support

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
• Fluent english

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

Skills: Customer Service, Technical Support, Help Desk, Ticketing System