Technical Support

PT. KODE KOLEKTIF INDONESIA; Kota Yogyakarta; On-site; IDR 33,480,000 - 66,960,000; Full time

Job summary

PT. KODE KOLEKTIF INDONESIA is seeking a fresh graduate to join our Helpdesk and Customer Support team. You will respond to user inquiries, troubleshoot issues, and collaborate with cross-functional teams to deliver timely solutions.

Candidates should understand APIs, software systems, and basic SQL, with experience in Postman and ticketing systems. Strong communication in English, attention to detail, and willingness to work in shift rotations are required; experience in payment gateway

Qualifications

• Fresh graduates welcome to apply.
• Understand software systems, APIs, and troubleshooting methods.
• Strong analytical and problem-solving skills.
• Good English communication skills, able to explain technical topics in simple terms.
• Familiarity with tools such as Postman (basic), SQL (basic), and ticketing systems.
• Flexible and willing to work in a shift rotation as required.
• Experience in payment gateway projects is a plus.

Responsibilities

• Respond to user inquiries and technical issues via chat, email, online meeting or ticketing systems.
• Perform initial troubleshooting for application errors, login/access issues, feature malfunctions, or performance problems.
• Reproduce user-reported issues and collect detailed information to support further investigation.
• Escalate complex issues to the Development or Operations team with complete and accurate documentation.
• Monitor system health, identify abnormalities, and report urgent incidents promptly.
• Provide clear instructions and guidance to users regarding system usage, configurations, or feature navigation.
• Maintain and update knowledge base articles, SOP, and internal technical documentation.
• Collaborate with Product, QA, and Developer teams to ensure fast and effective issue resolution.
• Track and follow up on open tickets to ensure timely closure and user satisfaction.

Skills

APIs

Troubleshooting

Analytical thinking

Communication

SQL basics

Postman basics

Ticketing systems

Cross-functional

Tools

Postman (basic)

SQL (basic)

Job description

Fresh graduates are welcome to apply. Preferable experience in Helpdesk, Customer Support, or other related technical roles

Good understanding of software systems, APIs, and troubleshooting methods

Strong analytical and problem-solving skill

Good english communication skills, able to explain technical topics in simple terms

Familiarity with tools such as Postman (basic), SQL (basic), and ticketing systems

Ability to work efficiently in a fast-paced environment with cross-functional teams

Detail-oriented, patient, and customer-focused

Flexible and willing to work in a shift rotation as required

Experience in payment gateway projects is a plus

Respond to user inquiries and technical issues via chat, email,online meeting or ticketing systems

Perform initial troubleshooting for application errors, login/access issues, feature malfunctions, or performance problems.

Reproduce user-reported issues and collect detailed information to support further investigation

Escalate complex issues to the Development or Operations team with complete and accurate documentation

Monitor system health, identify abnormalities, and report urgent incidents promptly

Provide clear instructions and guidance to users regarding system usage, configurations, or feature navigation

Maintain and update knowledge base articles, SOP, and internal technical documentation

Collaborate with Product, QA, and Developer teams to ensure fast and effective issue resolution

Track and follow up on open tickets to ensure timely closure and user satisfaction