Engagement Application Consultant

PT Intikom Berlian Mustika is seeking an Engagement Application Consultant to support our engagement-focused software solutions, such as CRM, Loyalty Platforms, and Customer Engagement Applications (e.g. loyalty apps, rewards systems, campaign tools).

This role focuses on product presentation, functional requirements, user enablement, and first-level application support.
All backend development and bug fixing are handled by the software development team.

• Present and demonstrate engagement software solutions (CRM, loyalty, customer engagement platforms) to customers.

• Gather, analyze, and document business and functional requirements from users.

• Act as a functional liaison between customers and internal technical/development teams.

• Prepare functional documentation to support implementation readiness.

• Conduct user training, walkthroughs, and user onboarding sessions.

• Provide Level 1 (L1) application support after go-live:

  • Handle user issues, errors, and functional problems.

  • Perform initial analysis and troubleshooting.

  • Escalate backend or system bugs to the development team by opening tickets and providing clear issue documentation.

• Support UAT coordination and ensure smooth handover to operations.

• Minimum 2 years of experience handling engagement-related software such as CRM, loyalty systems, or customer engagement platforms.

• Educational background in IT / Information Systems / Computer Science or equivalent.

• Strong understanding of software functionality, user flows, and business processes (non-coding).

• Experience in functional consulting, application support, or product support roles.

• Comfortable interacting directly with customers and internal teams.

• Able to analyze issues, explain solutions clearly, and manage follow-ups.

• Familiar with ticketing systems and support workflows.

• Experience supporting CRM, loyalty apps, or customer engagement platforms.

• Exposure to B2B IT solution environments or system integrators.

• Basic understanding of system integration concepts (API, data flow) without hands-on coding.