Remote Ops & Tech Support Coordinator (SOP)

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

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.