Technical IT Customer Service

Tada; Tangerang; On-site; IDR 89,280,000 - 122,760,000; Full time

Job summary

Tada is seeking a Technical IT Customer Service member for on-site work at BSD City, Indonesia. You will assist customers with technical issues, troubleshoot problems, and collaborate with internal IT teams to deliver effective solutions.

The ideal candidate combines technology interest with strong people skills, can explain technical concepts clearly, and maintains a customer-focused approach while adapting to shift-based schedules.

Qualifications

• Minimum Bachelor's degree in IT or related field.
• Fresh graduates with IT background and GPA above 3.50/4.00 are welcome to apply.
• 1+ year in Technical Support, IT Helpdesk, IT Customer Service, Software/Application Support, QA, or related technical role preferred.
• Strong communication, analytical, and problem-solving skills.

Responsibilities

• Handle customer inquiries via phone, email, chat, or social media.
• Troubleshoot and resolve basic technical or system issues.
• Explain complex technical information in simple terms for customers.
• Coordinate with internal IT teams for escalations.
• Maintain accurate records of inquiries and resolutions.
• Provide feedback to management on recurring issues and service improvements.

Skills

Technical Support

Customer Service

Communication

Problem Solving

Team Collaboration

Education

Bachelor's degree in IT or related field

Job description

Tada is an AI-powered Enterprise Loyalty & Rewards Platform that helps businesses acquire, engage, reward, and retain customers, channel partners, sales teams, and employees through scalable loyalty, incentive, and engagement programs.

Trusted by 400+ leading brands across APAC, Tada helps enterprises digitalise customer loyalty, trade promotion, channel incentives, sales incentives, and employee engagement through a secure, enterprise-ready platform powered by AI and data.

We offer a comprehensive suite of solutions, including: Customer Loyalty, B2B & Channel Partner Loyalty, Trade & Sales Incentives, WhatsApp Loyalty, Promoter Incentives, and Employee Engagement.

Built with enterprise-grade security, Tada supports SaaS, Private Cloud, and On-Premise deployment, with seamless integration into existing business systems.

Job Title: Technical IT Customer Service

Department: Product & Delivery

Working Arrangement: On-site (BSD City)

Information about the role:

As a Technical IT Customer Service, you'll play an important role in helping Tada's customers navigate and resolve technical or system-related issues. You'll work directly with customers to understand their concerns, troubleshoot problems, and provide clear and practical solutions, while collaborating with our internal IT and technical teams when further investigation is needed.

This role is ideal for someone who enjoys both technology and working with people — someone who can understand technical issues, explain them in simple terms, and deliver a responsive and customer-focused support experience.

Key Responsibility:

• Handle customer inquiries and technical questions via phone, email, chat, or social media in a professional and customer-oriented manner.
• Understand, troubleshoot, and resolve customer issues promptly, including basic technical or system-related problems.
• Communicate technical information clearly and translate complex issues into explanations that customers can easily understand.
• Provide accurate information regarding products, services, system features, procedures, and company policies.
• Coordinate with internal technical or IT teams for issues that require further investigation or escalation.
• Follow up on customer issues to ensure proper resolution and maintain a high level of customer satisfaction.
• Build strong relationships with customers through responsive, empathetic, and solution-oriented communication.
• Maintain accurate records of customer inquiries, technical issues, resolutions, and follow-up actions.
• Perform administrative tasks related to customer service and technical support.
• Provide feedback and suggestions to management regarding recurring customer issues, system improvements, and opportunities to improve the overall customer experience.

Requirements:

• Candidates with at least 1 year of relevant work experience in Technical Support, IT Helpdesk, IT Customer Service, Software/Application Support, Quality Assurance (QA), or another technical role within an IT or technology company are preferred.
• Experienced candidates must have a minimum GPA of 3.30/4.00.
• Fresh graduates are welcome to apply, provided they have an IT-related educational background and a GPA above 3.50/4.00.
• Minimum Bachelor's degree from a reputable university, preferably in Information Technology, Computer Science, Information Systems, Computer Engineering, or another related technical field.
• Strong interest in both technology and customer service, with the ability to understand technical concepts and communicate them clearly to non-technical customers.
• Basic understanding of troubleshooting, software applications, systems, or other IT-related concepts.
• Strong analytical, problem-solving, and conflict-resolution skills.
• Excellent verbal and written communication skills with a customer-oriented mindset.
• Excellent interpersonal skills and the ability to communicate professionally with different types of customers.
• Able to work independently as well as collaboratively with customer service, IT, product, and other internal teams.
• Comfortable working in a shift-based arrangement, including schedules outside regular office hours when required.

Why You'll Love Working Here?

• Growth Opportunities : We support your learning and development aspirations, both within and beyond your current role, nurturing an entrepreneurial mindset across our team.
• Unique Work Environment : Experience the distinctive blend of a mission-driven digital company with the innovative mindset, built on a strong foundation since 2012.
• Celebrate With Us : We recognize and celebrate work anniversaries and birthdays
• Continuous Learning: We promote vertical and lateral movement across the organization. It's common for Tayo (that's what we call our team) to explore several positions throughout their career as they discover what excites them
• Genuine teamwork : While not officially listed in our values, new joiners consistently highlight the collaborative spirit and supportive atmosphere that defines our culture.
• Think and act like an owner is our value : But the truth is, we don't want you to act like an owner; we want you to be a real owner. Top performers are invited to join our stock options program.

What We Do Not Promise

• We do not promise fixed working hours. Projects and deadlines may require additional hours or flexibility.
• We do not promise unlimited resources or budgets. We operate strategically, managing priorities with the resources available.
• We do not promise a pressure-free environment. We maintain high standards with significant expectations for growth and performance excellence.