JOB DETAILS

JOB DETAIL

- Provide guidance and support to customers to ensure effective use of the company’s platform by coordinating with relevant teams, explaining system functionality, answering inquiries, and resolving basic customer issues.
- Maintain and support IT infrastructure, including system configuration, servers, networks, virtualization, cloud services, and other related IT systems to ensure stable and reliable operations.
- Prepare and compile relevant information to escalate issues to Developers or other related departments.
- Monitor, analyze, and resolve preliminary technical issues. For complex problems, report and escalate to the appropriate teams in coordination with the team leader.
- Support team operations and coordinate internally to assist in resolving issues effectively.
- Take a leading role in Helpdesk and Desktop Support, ensuring timely and efficient resolution of issues related to hardware, software, and operating systems on client workstations. Coordinate closely with the IT Operations and Customer Support teams to ensure smooth technical support.
- Work in a Hybrid & On-call working model. Hybrid work is available, with office attendance required when necessary (e.g., system training, platform upgrades). Flexibility for on-call support is required in case of urgent incidents.
- Operate in a Business-to-Business (B2B) environment. Customers are business representatives rather than end users. The volume of support requests is relatively low; however, a high level of accuracy and attention to detail is required when providing customer support.

REQUIRED WORK EXPERIENCE

- Bachelor’s degree in Computer-related fields or Information Technology.
- Good personality and interpersonal skills; detail-oriented, proactive, energetic, highly responsible, service-minded, and able to perform well under pressure.
- Basic to intermediate English proficiency, sufficient to research information and read technical documentation.
- Strong verbal communication skills with the ability to work effectively as part of a team and collaborate with others.
- Fast learner with a strong willingness to continuously develop and improve skills.
- Able to work in a Hybrid working model (WFH + office), 6 days per week (days off by mutual agreement). Required to attend office meetings once per week. During the first month, on-site training is required 5 days per week (09:00–18:00).
- Able to work in shift-based schedules, primarily work from home (WFH). Must be reachable and able to handle urgent issues immediately in emergency situations, and able to come to the office during system upgrades or changes.
- Experience in Customer Service, IT Support, or Helpdesk will be an advantage.