Client Support Associate

RecruiterPal; Indonesia; On-site; IDR 44,640,000 - 89,280,000; Full time

Job summary

ALTO Network in Indonesia is seeking an IT Operations/Support professional to manage inquiries, escalate with clear information, and provide incident updates within SLA. The role requires knowledge of payment messaging standards and networking basics, including Ivanti ticketing and collaboration with service operation teams.

You will monitor transactions, produce incident reports, and support governance by training staff and ensuring proper process adherence across teams.

Qualifications

• Experience with IT operations and incident management.
• Familiarity with ISO 8583/ISO 20022 messaging standards.
• Experience with monitoring applications.
• Networking basics (TCP/IP).
• Experience with online transaction processing.
• Understanding of switching operation processes.

Responsibilities

• Give response for inquiries within agreed SLA.
• Provide correct information during escalation.
• Provide incident progress updates to impacted clients/members.
• Create Ivanti tickets and input details correctly.
• Update Ivanti ticket progress within SLA.
• Provide incident reports.
• Monitor H2H, Event 610 and SAF in ADAMA.
• Maintain relationships with other divisions.
• Maintain relationships with Service Operation Team.
• Perform risk/findings audits.
• Inform and train staff to support governance.

Skills

General IT Knowledge

Payment Message Standard Messaging

Monitoring Application

TCP/IP

Online Transaction

Switching Operation Process

Job description

COMPANY DESCRIPTION

ALTO Network is a leading payment infrastructure provider as well as the pioneer in payment solution by always bringing the most innovative and impactful technology to connect merchants or financial institutions with their customers to grow their businesses nationwide and beyond.

RESPONSIBILITIES

• Give response for any inquiries/questions within agreed SLA
• Provide correct and clear information to other parties during escalation process
• Regularly provide incident progress update to impacted Client/Member
• Create ticket Ivanti and correctly input the details needed
• Consistently update progress status Ivanti ticket within agreed SLA
• Provide incident report
• Monitor H2H, Event 610 dan SAF in ADAMA
• Establish and maintain active and constructive relationships with other divisions
• Establish and maintain active and constructive relationships with Service Operation Team
• Risk/Findings audit to be fulfilled
• Ensure staff are informed and trained to support good corporate governance in their specific areas of work

QUALIFICATIONS

1. General IT Knowledge
2. Payment Message Standard Messaging (ISO 8583/ ISO 20022)
3. Monitoring Application
4. TCP/IP
5. Online Transaction
6. Switching Operation Process

Non-technical

• Complaint Handling
• Switching Application
• Monitoring Application
• Ticketing System

Technical

Basic Network Command