Technical Support Specialist (Jabodetabek) - Moka

Job Description

About the Role
As our Technical Support Specialist for the Commerce Enablement team, you’ll take the wheel in setting up and maintaining the technical devices related to our Point of Sales business. You’ll be responsible for the preservation and expansion of our merchant partner base, conducting online and offline training sessions, and solving technical issues they may encounter. You’ll also oversee that our merchant partners’ technical devices are up and running to support their daily operations. Most importantly, you’ll foster a long-term, mutually beneficial relationship with our merchant partners, keeping them happy and excited about our products and services.

What You Will Do

• Conduct offline and online trainings for our merchant partners on how to use our Point of Sales device
• Answer and solve merchant partner technical issues
• Prioritize visits to merchant partners based on the urgency and severity of their issues
• Create daily reports on assigned tasks to ensure targets are met

What You Will Need

• A Diploma or Bachelor’s degree in Information Technology or Computer Engineering
• Strong IT networking skills
• Excellent communication skills in order to answer merchant partner inquiries
• Excellent problem solving skills in order to effectively address and provide solutions to merchant partner issues
• Excellent verbal and written communication skills in English and Indonesian
• A motorcycle and driving license (SIM C)A self-motivated attitude in order to independently achieve daily target
• An adaptable personality with the ability to thrive within a fast-paced environment and balance a heavy workload

About the Team
The Commerce Enablement team is a family of 120+ engineers based in Jakarta, Singapore, and India. We consistently strive to implement solutions that allow our merchant-partners in Indonesia (and the greater Southeast Asian region) to sell their products both online and offline. We also work to improve the merchant-partner experience by product innovation and integration with the rest of the Gojek ecosystem.
Internally, we promote a culture of engineering excellence, learning, and guided career growth. We advocate sustainable engineering practices, innovation, and working smart more so than working hard. We aim to be a world-class organization, implementing world-class solutions, with world-class engineers leading the way.
Our portfolio of products include merchant-facing solutions that enable our subscribed merchant-partners to sell their goods and services both online and offline. Southeast Asia is a highly dynamic market, where products have to react promptly to market trends and shifts, and where product managers and business leads need the flexibility to experiment and iterate fast. With that in mind, from an engineering perspective, our challenges are to evolve a general platform for e-commerce that is sufficiently versatile to support rapid product iterations across multiple products, as well as scaling up to an ever-growing user-base. To tackle these challenges, we have adopted event-driven architectural patterns in our engineering designs, as well as agile practices across all our day-to-day processes.
This COVID era has been hard on all of us. Off-hours, we are doing our best to stay in touch and continue to bond through fun online activities. Once COVID is over, we are looking forward to resuming our regular team-wide social activities such as dinner-and-drinks evenings and team off-sites.
About Us
Gojek is a Super App. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia’s first and only decacorn. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'
Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.
As of 2018, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vietnam and Indonesia. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia.
Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others.
Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.