About Us
Founded in 2011, PT Data Sinergitama Jaya, Tbk (now known as Elitery) is an IT-managed service company specializing in cloud and cybersecurity services. With a strong corporate reputation, Elitery is trusted by leading global cloud service providers, including Google Cloud, as a go-to-market partner in Indonesia.
Why Join Us
Elitery is an exceptional place to work, offering the flexibility of a hybrid work environment. We foster a collaborative and innovative culture, alongside competitive benefits and more. The company places a strong emphasis on career development, ensuring employees have opportunities for growth. Elitery also adheres to global standards like ISO 9001 and ISO 27001, with a focus on credibility, competency, a commitment to quality, continuous improvement, and customer focus.
Job Purpose
To act as the frontline of customer service (first point of contact), responsible for receiving, recording, communicating, and coordinating the handling of IT service tickets in accordance with established SOPs and the applicable escalation matrix.
Key Responsibilities
Customer Communication (Level 1)
- Serve as the main point of contact (single point of contact) for customers via WhatsApp Helpdesk.
- Receive, respond to, and clarify customer complaints, requests, or inquiries using professional and solution-oriented communication.
- Provide ticket status updates and estimated resolution times to customers in accordance with the SLA.
Internal Communication
- Coordinate with internal teams (Engineers, Operations, PICs, etc.) through Google Spaces or other internal communication channels.
- Deliver ticket-related information clearly, completely, and in a structured manner to the relevant teams.
Ticketing System Management
- Create tickets based on customer reports or requests.
- Classify tickets (incident/service request), determine priorities, and assign them in accordance with SOPs.
- Escalate tickets to the next support level based on the escalation matrix.
- Monitor ticket progress until resolution.
- Close tickets after confirming resolution with the customer.
Internal & External Coordination
- Coordinate issue resolution between customers and internal teams.
- Coordinate with external parties (vendors, partners, ISPs, etc.) when required, in accordance with instructions and procedures.
- Ensure communication flows effectively and is properly documented.
Compliance with Procedures
- Work in compliance with established SOPs, SLAs, and escalation matrices.
- Maintain consistency in recording and documenting all service activities.
- Report operational issues or potential SLA breaches to supervisors.
Required Qualifications
Education
- Minimum Diploma (D3) or Bachelor's degree (S1), preferably in Information Technology, Information Systems, or related fields.
Experience
- Minimum 1 year of experience as an IT Helpdesk / IT Customer Support (fresh graduates are welcome to apply).
- Experience using ticketing systems (iTop, OTRS, Freshdesk, osTicket, or similar) is an advantage.
Technical Competencies
- Basic understanding of IT Service Management concepts (Incident & Service Request).
- Familiar with communication tools such as WhatsApp Business and Google Workspace (Google Spaces).
- Able to maintain clear, consistent, and well-organized ticket documentation.
Non-Technical Competencies
- Strong communication skills, patience, and good customer service orientation.
- Ability to work in a structured manner and follow procedures.
- Able to work under pressure and handle multiple tickets simultaneously.
- Good coordination and teamwork skills.
- Detail-oriented and responsible for every ticket handled.
Additional Value
- Familiarity with SLA concepts, escalation matrices, and IT Service Delivery SOPs.
- Experience in a Managed Service, Data Center, or Cloud Service Provider environment.
- Basic IT troubleshooting skills (network/server/application) are a plu
