Senior Client Experience Associate

RecruiterPal; Indonesia; On-site; IDR 200,880,000 - 312,480,000; Full time

Job summary

ALTO Network is seeking a seasoned Team Leader/Supervisor for its IT/Service Desk operations. The role requires 5+ years in related fields and a Bachelor degree in Information Technology or Information Systems.

You will oversee balancing distribution, templates, and incident response while guiding a team to meet internal and external customer needs. The position emphasizes leadership in performance analytics, cross-functional collaboration, and governance, with engagement in external meetings

Qualifications

• Proven experience in Service Desk Analyst, Business Analyst, Operation or similar position at least 5 years’ experience.
• Proven experience as Team Leader/Supervisor
• Bachelor degree in Information Technology/Information System and any major

Responsibilities

• Provide balancing distribution task, ensure all TO is using template, makesure task escalation response related to incident/service request/transaction finding ticket
• Makesure team performance analytic, and escalation
• Makesure all team member balancing distribution TO and on duty
• Ensure team members understand customer (internal & external) needs and deliver the expected outcomes
• Attend meeting with external
• Monitor and ensure team members' deliverables·Report on progress towards achievement of plans and strategies
• Identify any obstacles and challenges in fieldwork and elevate to lead
• Maintain collaborative relationships with other divisions
• Establish and maintain active and constructive relationships within HMT team
• Ensure staff are informed and trained to support good corporate governance in their specific areas of work.

Skills

Business English

Complaint Handling

Switching Application

Testing Operation

Moderate Excel

Communication

Reporting

Analytical Thinking

Education

Bachelor degree in Information Technology/Information System

Tools

SQL

Basic Database

Basic Firewall

Basic Server

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

• Provide balancing distribution task, ensure all TO is using template, makesure task escalation response related to incident/service request/transaction finding ticket

Key Responsibility:

• Makesure team performance analytic, and escalation
• Makesure all team member balancing distribution TO and on duty
• Ensure team members understand customer (internal & external) needs and deliver the expected outcomes
• Attend meeting with external
• Monitor and ensure team members' deliverables·Report on progress towards achievement of plans and strategies
• Identify any obstacles and challenges in fieldwork and elevate to lead
• Maintain collaborative relationships with other divisions
• Establish and maintain active and constructive relationships within HMT team
• Ensure staff are informed and trained to support good corporate governance in their specific areas of work.

QUALIFICATIONS

• Proven experience in Service Desk Analyst, Business Analyst, Operation or similar position at least 5 years’ experience.
• Proven experience as Team Leader/Supervisor
• Bachelor degree in Information Technology/Information System and any major

Knowledge

• Business English
• Complaint Handling
• Switching Application
• Testing Operation
• Moderate Mirosoft Excel
• Communication
• Reporting
• Analytical Skill & Critical Thinking

Non-Technical

• Business English
• Complaint Handling
• Switching Application
• Testing Operation
• Moderate Mirosoft Excel
• Communication·Reporting
• Analytical Skill & Critical Thinking

Technical

• Basic Network Command
• Data Query SQL
• Basic Database
• Basic Firewall
• Basic Server