Customer Support Center

PT Sinergy Informasi Pratama; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading IT solutions provider in Jakarta is seeking a Customer Support Specialist to manage customer inquiries and complaints. The role involves coordinating with technical teams, creating and monitoring tickets in the system, and ensuring customer satisfaction. Candidates should have a diploma in a related field, with experience preferred but fresh graduates are welcome. Strong communication and problem-solving skills are essential.

Qualifications

• Preferably 1 year of experience in a similar role; Fresh graduates welcome.
• Skilled in archiving documents neatly and comprehensively.
• Familiarity with helpdesk ticketing system is a plus.

Responsibilities

• Act as the first point of contact for customer complaints/problems.
• Coordinate with the Engineering or Technical Support team.
• Create, monitor, and close tickets in the Ticketing System.

Skills

Proficient in Microsoft Office Suite

Strong communication skills

Problem-solving mindset

Ability to work in team collaboration

Customer service orientation

Education

Diploma degree in Management/Telecommunication/Computer Engineering/Electrical Engineering/Informatics

Tools

Helpdesk ticketing system

Remote desktop tools

Job description

Responsibilities

• Act as the first point of contact for customers complaints/problems via internal (Engineer/Project Manager/Project Coordinator) or customers.
• Coordinate with the Engineering or Technical Support team regarding the customer complaints/problems.
• Managing inquiries/opportunities from any customers.
• Create, monitor, and close the tickets in the Ticketing System.
• Manage and ensure the Service Level Agreement (SLA) meets the customer requirements.
• Create activity and work report. Perform and manage customer satisfaction surveys and forward to the appropriate internal teams.
• Conduct regular internal audits according to the Ticketing System.
• Perform other tasks related to Customer Support Center (CSC) as needed.

Requirements

• Diploma degree majoring in Management/ Telecommunication / Computer Engineering / Electrical Engineering / Informatics or other related majors;
• Preferably 1 year of experience in a similar role. (Fresh graduates are welcome to apply).
• Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace (Docs, Sheets, Slides).
• Skilled in archiving documents neatly and comprehensively. Motivated for development, honest and highly initiative.
• Familiarity with helpdesk ticketing system is a plus.
• Knowledge of basic networking, remote desktop tools, troubleshooting hardware and software issues is a plus.
• Strong communication and interpersonal skills.
• Problem-solving mindset.
• Ability to work in team collaboration.
• Ability to work under pressure.
• Patience and customer service orientation.
• Willing to work in the shift work system.

Company Overview

PT. Sinergy Informasi Pratama, a well established system integrator and a Partner of well known IT Infrastructure Principle such as Cisco, Fiberhome, HP, located in Jakarta. The company focuses on providing integrated network infrastructure solutions, including the provision of applications both in hardware and software to meet the needs of a company's business development.

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