Operations & Technical Support Co-ordinator

Usea Pte Ltd; Jakarta Utara; Hybrid; IDR 66,960,000 - 78,120,000; Full time

Job summary

Usea Pte Ltd is seeking an analytical Operations & Technical Support Co-ordinator to bridge our regional operations with technical teams, resellers, and partners. The role focuses on creating clear Indonesian-language SOPs, DIY guides, and supporting AI-driven self-help systems.

This position emphasizes remote coordination, documentation, and effective communication with international colleagues while ensuring smooth onboarding and partner engagement.

Qualifications

• Diploma or Bachelor's in IT/CS/Engineering or related field.
• 3–5 years in tech support, IT operations, or tech writing.
• Proven technical writing ability in Bahasa Indonesia.
• Fluent in English and Bahasa Indonesia.
• Experience with SaaS, IoT, POS, or cloud platforms.
• Strong remote communication and partner-management skills.

Responsibilities

• Create Indonesian SOPs and DIY guides with clear steps for partner setup.
• Maintain Help Center content with FAQ articles and troubleshooting tips.
• Answer technical questions from distributors and partners via email and messaging.
• Remotely troubleshoot basic device/software issues; escalate complex items with clear notes.
• Track device records: serial numbers, activations, and user accounts.
• Share feedback to regional product team to improve platform usability.

Skills

Technical writing

Bahasa Indonesia proficiency

English proficiency

Remote collaboration

SaaS / IoT / cloud concepts

Education

Diploma / Bachelor’s degree in IT/CS/Engineering

Job description

Operations & Technical Support Co-ordinator

Job Title: Operations & Technical Support Co-ordinator (SOP & Partner Enablement)

Engagement Type: 1-Year Commercial Contract for Services (Renewable based on business performance)

Industry: Digital Music / Media / Copyright Licensing

Monthly All-Inclusive: Rp 6,000,000 - Rp 7,000,000

Communication: We liaise exclusively via email. Please check your inbox, spam folder, and SEEK notifications regularly so you don’t miss interview invites or Microsoft Teams meeting links. Only shortlisted candidates will be contacted.

Role Overview

In direct collaboration with LMKN (Lembaga Manajemen Kolektif Nasional), USEA is seeking an analytical, process-driven Operations & Technical Support Coordinator to serve as the local technical bridge between our regional operations and technical teams, resellers, and partners.

This is not a field-technician or software developer role. Your core focus is creating clear, structured Indonesian-language SOPs and DIY guides, supporting AI-driven customer self-help systems, and providing remote technical coordination to ensure smooth platform onboarding.

Key Responsibilities

• SOPs & Documentation: Create simple, clear DIY setup guides, user manuals, and how-to articles in Bahasa Indonesia so partners can set up devices themselves.
• Maintain Help Center Content: Write and organize helpful FAQ articles and troubleshooting tips for our online customer help center.
• Support Partners & Resellers: Answer technical questions from distributors and business partners via email and messaging.
• Remote Troubleshooting: Help partners solve basic device, software, or connection issues remotely. Pass complex technical issues to the regional engineering team with clear notes.
• Track Device Records: Keep simple, accurate records of device serial numbers, activations, and user accounts.
• Share Feedback: Report common user issues to our regional product team to help make the platform easier to use.

Candidate Requirements

• Diploma / Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• 3–5 years of experience in technical support, IT operations, or technical writing/implementation.
• Exceptional technical writing ability in Bahasa Indonesia (proven experience creating clear, structured user guides and SOPs).
• Fluent in English and Bahasa Indonesia (written and spoken).
• Technically savvy with SaaS, IoT, POS, or cloud platform concepts.
• Strong remote communication and partner-management skills.

Working Arrangement & Office Location

Primarily remote / flexible work arrangement, with occasional coordination meetings at our Jakarta coworking location (L'Avenue Office, Pancoran) as required for onboarding and team alignment.