It Application Support

Company Description

Bumi Amartha Teknologi Mandiri is a Jakarta-based IT Consulting company. Our mission is to deliver cost-effective, innovative, and high-quality Data & Analytics, Talent Augmentation, Regulatory Reporting, and Outcome-based services through proven domain knowledge and professional expertise.

Role Description

• This is a contract IT Application Support role based in South Jakarta, Indonesia. As an L1 Application Support, you'll play a crucial role in the customer/user support process, as it serves as the first point of contact between the customers/users and the platform team/regional team. Efficient L1 Application Support can lead to faster resolution times, increased customer/user satisfaction, and reduced workload on higher support tiers by resolving common issues and filtering out more complex problems for escalation. 

Job Description

• Responding to customer/user inquiries
• Identifying customer issues and diagnosing the root of the problem
• Providing basic troubleshooting and guidance to customers in resolving their issues.
• Answering FAQs related to products or services, features, account setup, billing inquiries, or general usage questions.
• Logging customer interactions and creating JIRA support tickets for tracking purposes.
• Escalating unresolved issues or complex problems to higher-level support tiers (e.g., L2 or L3 support) when necessary.

Qualifications

• Bachelor's or Master's degree in Information Technology or related field
• Experience in Technical Support and Application Support
• Excellent problem-solving and communication skills
• Ability to work independently and collaboratively in a team environment
• Having proven working experience on resolving basic customer inquiries, issues, or problems
• Cloud Analytic L1 Support
• Able to work in 24/7 shifting in the weekend and after office hour