Customer Support Engineer

PT. Lintas Teknologi Indonesia; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A telecommunications service provider in Jakarta Utara is seeking a Customer Service Representative to manage customer inquiries, service requests, and issues. This role requires a minimum of 2 years' experience in the System Integrator sector and an S1 education in a technical field. Strong communication skills and familiarity with ticketing systems are essential to ensure timely resolution and adherence to SLA standards. Join a leading company to drive successful service delivery and customer satisfaction.

Qualifications

• Minimum 2 years of experience in the System Integrator sector.
• Strong understanding of customer service processes.

Responsibilities

• Serve as the main contact for customers regarding inquiries, service requests, and issues.
• Handle and log tickets, emails, and calls, coordinating with technical teams for resolution.
• Monitor ticket progress and ensure all cases meet SLA standards.
• Perform service escalations when issues become critical or exceed SLA.

Skills

Strong communication and customer service skills

Detail-oriented and good coordination skills

Able to use ticketing systems

Basic understanding of IT/Network

Able to work with SLA targets and multitask

Education

S1 from technical background (ex: information system, telco)

Job description

Responsibilities

• Serve as the main contact for customers regarding inquiries, service requests, and issues.
• Handle and log tickets, emails, and calls, then coordinate with technical teams for resolution.
• Monitor ticket progress and ensure all cases meet SLA standards.
• Perform service escalations when issues become critical or exceed SLA.
• Provide regular updates to customers and maintain accurate service documentation.
• Prepare simple service reports (SLA, incident summaries, customer feedback).

Key Skills

• S1 from technical background is a must (ex: information system, telco)
• Strong communication and customer service skills
• Basic understanding of IT/Network is a plus
• Able to use ticketing systems
• Detail-oriented and good coordination skills
• Able to work with SLA targets and multitask
• Experience at least 2 years in System Integrator sector

Telecommunications & Internet Service Providers 101-1,000 employees

Lintas Group was established on August 2001 by the former leadership team of Lucent Indonesia, we have grown from 40 to more than 200 professionals. We have successfully deployed core infrastructure, applications and managed services solutions to major telecommunication operator across the Indonesian archipelago and abroad. We manage projects from the most remote rural locations to city centers, from single item delivery to the implementation of complex network and mission critical software applications.