This role is an essential part of the 24x7x365 Tier-1 team which provides technical support for Kratos products and Kratos delivered systems to Kratos global customers in our Kratos office - Jakarta, Indonesia.
The Support agent interacts directly with Kratoss customers via phone, email, or trouble ticket and ensures the customer inquiries or issues are tracked, resolved, or escalated in a timely and efficient manner, while providing the highest level of customer service.
Essential Job Functions
- Member of the Shift team providing 24x7x365 technical support coverage
- Daily Interaction with Kratos global customers via telephone, Web Portal, or email
- Record customer interactions and requests
- Identify customer reported issues and perform initial assessments, gathering logs, configuration, and related information product or system information.
- Provide/follow step-by-step procedures to resolve reported issues
- Assign or escalate customer reported issues in a timely manner
- Ongoing customer communication, setting timeline expectations
- Follow global support processes and procedures
- Technical ability to learn Kratos products and customers systems
- Represent Kratos in a professional and competent manner
- Participate in meetings, training sessions, and any other activities as needed
- Passion for creating a positive customer experience
- Adhere to all company policies and procedures
- Effective and professional working relationships to collaborate with teams across the globe
TECHNICAL KNOWLEDGE
Networking and database concepts knowledge
VMWare, Cloud services, OS (windows/Linux) basic knowledge
Microsoft Office (Word, PowerPoint, Excel, Visio) knowledge
Organize and structure approach to problem solving
MINIMUM REQUIREMENTS:
- Bachelor of Engineering or other Bachelor degree with a strong ability and interest in technology
- Must be able to work from Kratos Jakarta office
- Must be able to work on shift (3 shifts per day)
- Strong Customer Service attitude and global awareness
- Excellent verbal and written communications skills
- Excellent English language communication, verbal and written
WORK ENVIRONMENT:
The employee will likely be placed in an office. The work environment characteristics are representative of those of an employee encounter while performing essential functions of the job in a typical office/workstation situation. Able to work sitting or standing at desk and operate a computer via standard input devices such as using a keyboard and reading information on a monitor.
THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY INDIVIDUALS ASSIGNED TO THIS CLASSIFICATION. THEY ARE NOT INTENDED TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND SKILLS REQUIRED OF PERSONNEL SO CLASSIFIED.
A REVIEW OF THIS CLASSIFICATION HAS EXCLUDED THE MARGINAL FUNCTIONS OF THE CLASSIFICATION THAT ARE INCIDENTAL TO THE PERFORMANCE OF FUNDAMENTAL JOB JUTIES. ALL DUTIES AND RESPONSIBILITIES ARE ESSENTIAL JOB FUNCTIONS AND REQUIREMENTS AND ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES TO PERFORM THIS JOB PROFICIENTLY. THE REQUIREMENTS LISTED IN THIS DOCUMENT ARE THE MINIMUM LEVELS OF KNOWLEDGE, SKILLS OR ABILITIES
Kratos Defense is an Equal Opportunity Affirmative Action Employer. EOE, Minorities, Females, Vet, Disabled, Sexual Orientation, Gender Identity or any other protected class. All qualified job seekers are encouraged to apply. Kratos Defense is committed to America&aposs veterans by providing opportunities for them to continue contributing after service to our nation. We also work to provide reasonable accommodations to individuals with disabilities.
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