Support & Operations Administrator: On-Call & Root-Cause Pro

PT. HCL Technologies Indonesia; Jakarta Pusat; Vor Ort; IDR 66.960.000 - 100.440.000; Vollzeit

Zusammenfassung

Sapsf is seeking an Administrator (Support & Operations) in Jakarta Pusat to independently resolve tickets and provide on-call support. The role emphasizes root cause analysis to ensure positive customer feedback and high CSAT scores.

The successful candidate will update knowledge bases, train freshers, and coach analysts while ensuring adherence to quality standards and regulatory requirements.

Qualifikationen

Aufgaben

• Adhere to quality standards, regulatory requirements and company policies.
• Provide support for on-call escalations and root cause analysis of issues.
• Update and manage knowledge base; train freshers; coach analysts.
• Independently resolve tickets within SLA targets for volume and time.
• Ensure positive customer experience and CSAT via First Call Resolution.

Jobbeschreibung

Sapsf is seeking an Administrator (Support & Operations) in Jakarta Pusat to independently resolve tickets and provide on-call support. The role emphasizes root cause analysis to ensure positive customer feedback and high CSAT scores.

The successful candidate will update knowledge bases, train freshers, and coach analysts while ensuring adherence to quality standards and regulatory requirements.