Administrator (Support & Operations)

PT. HCL Technologies Indonesia; Jakarta Pusat; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Sapsf is seeking an Administrator (Support & Operations) in Jakarta Pusat to independently resolve tickets and provide on-call support. The role emphasizes root cause analysis to ensure positive customer feedback and high CSAT scores.

The successful candidate will update knowledge bases, train freshers, and coach analysts while ensuring adherence to quality standards and regulatory requirements.

Qualifications

Responsibilities

• Adhere to quality standards, regulatory requirements and company policies.
• Provide support for on-call escalations and root cause analysis of issues.
• Update and manage knowledge base; train freshers; coach analysts.
• Independently resolve tickets within SLA targets for volume and time.
• Ensure positive customer experience and CSAT via First Call Resolution.

Job description

Career Opportunities: Administrator (Support & Operations) (178379)

Requisition ID178379-Posted10/14/2026

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

• 1. To adhere to quality standards, regulatory requirements and company policies.
• 2. To provide support for on call escalations and doing root cause analysis of given issue.
• 3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
• 4. To independently resolve tickets within agreed SLA of ticket volume and time.
• 5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.