Technical Support (Application Support Engineer)

Geniebook Pte. Ltd.; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading EdTech company is seeking a Technical Support Engineer to join its dynamic team in Surabaya. Ideal candidates will have a background in computer science, experience in customer-focused technical roles, and excellent communication skills. You will be responsible for troubleshooting application issues, maintaining systems, and assisting clients effectively. Join us and be a part of revolutionizing education through innovative technology!

Benefits

Medical

Miscellaneous allowance

Group Insurance

Performance Bonus

Transport Allowance

Qualifications

• 1-3 years of relevant experience in technical support.
• Fluency in English required, both written and spoken.
• Familiarity with various operating systems, especially Windows and Mac OS.

Responsibilities

• Update and monitor computer systems and applications.
• Act as point of contact for technical issues from clients and employees.
• Coordinate technical problems and provide detailed reports.

Skills

Communication

Problem Solving

Time-management

Team Collaboration

Education

Bachelor's Degree in Computer Science or Related Field

Tools

SQL

Jira

Job description

Technical Support (Application Support Engineer)

Loved by over 220,000 users, Geniebook is Singapore’s largest online learning platform for English, Mathematics and Science (EMS) syllabi, with Chinese being our newest subject offering. From AI-personalised worksheets to live classes and teacher chats, we are a powerful suite of complementary learning products designed to help students accelerate their academic performance. We’re looking out for amazing global talents to scale Geniebook exponentially across Southeast Asia, and we have many exciting roles opening up across a wide range of functions.

So join us today to inspire a new generation of learners and help even more students learn smarter and do better!

Job Responsibilities :

• Actively update, maintain and monitor all aspects of computer usage and troubleshooting.
• Act as the initial point of contact for all computers and systems from clients or other employees.
• Maintain a working log detailing all required system updates, as well as the date of completion.
• Complete detailed reports listing requests for technical assistance and steps taken to resolve them.
• Coordinate and report all the technical problems from client or employees to developer team.
• Investigate and resolve application-related issues reported by users through tickets, emails, or other communication channels.
• Utilize diagnostic tools and methodologies to identify root causes and implement effective solutions promptly.
• Monitor the performance and availability of applications related systems to ensure optimal operation.

Job Qualifications

• Able to speak in English actively (both writing and speaking)
• Able to relocate to Surabaya
• A bachelor's degree in computer science or related technology field is preferred.
• 1-3 years of relevant experience in a customer focused position involving technical knowledge of a company' s products and services.
• Knowledge of a company' s products and services.
• Good knowledge and have experiences in writing query (SQL).
• Have knowledge with Jira will be an advantage.
• Experience with remote desktop applications and help desk software.
• Professional written and interpersonal skills are essential.
• Extensive experience working with different operating systems including Windows and Mac OS.
• Accept constructive criticism and customer feedback regarding their experience with software or IT services.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Comfortable to work as a team in international environment.

Which of the following types of qualifications do you have?

What's your expected monthly basic salary?

How many years' experience do you have using SQL queries?

How many years' experience do you have as an Application Support Engineer?

How many years' experience do you have as a Technical Support Role?

Are you available to work outside your usual hours when required? (e.g. weekends, evenings, public holidays)

Which of the following languages are you fluent in?

Are you willing to relocate for this role?

Computer Software & Networking 101-1,000 employees

Founded in 2017, Geniebook offers Primary and Secondary school students a powerful suite of online learning solutions which includes our signature AI-personalised worksheets (GenieSmart), live classes with our teachers (GenieClass), and our latest online chat function (GenieAsk) - all designed to maximise improvement and the joy of learning.

Geniebook is an EdTech backed by East Ventures Growth, Lightspeed Venture Partners and other prominent angel investors.

We firmly believe that students should have access to a personalised world-class education helping them grow into confident learners and contributors to society. This same belief continues to spur us on at Geniebook to help students to learn smarter, do better with the best of technology and learning pedagogies. Today, Geniebook is a familiar household name with a diverse team serving more than 220,000 users regionally. In addition to our headquarters in Singapore, Geniebook also has a presence in Malaysia, Indonesia, and Vietnam.

If you are an experienced educator, tech wizard, data expert, designer, go-getter, or someone who cares deeply about the future of education, we welcome you to join us in our exciting journey through the paradigm shift in education.

Founded in 2017, Geniebook offers Primary and Secondary school students a powerful suite of online learning solutions which includes our signature AI-personalised worksheets (GenieSmart), live classes with our teachers (GenieClass), and our latest online chat function (GenieAsk) - all designed to maximise improvement and the joy of learning.

Geniebook is an EdTech backed by East Ventures Growth, Lightspeed Venture Partners and other prominent angel investors.

We firmly believe that students should have access to a personalised world-class education helping them grow into confident learners and contributors to society. This same belief continues to spur us on at Geniebook to help students to learn smarter, do better with the best of technology and learning pedagogies. Today, Geniebook is a familiar household name with a diverse team serving more than 220,000 users regionally. In addition to our headquarters in Singapore, Geniebook also has a presence in Malaysia, Indonesia, and Vietnam.

If you are an experienced educator, tech wizard, data expert, designer, go-getter, or someone who cares deeply about the future of education, we welcome you to join us in our exciting journey through the paradigm shift in education.

Medical

Miscellaneous allowance

Group Insurance, Performance Bonus, Transport Allo