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+30d
Technical Support
Kata.ai
South Jakarta, Indonesia, Remote
sql
●
mobile
●
api
●
javascript
Kata.ai is hiring a Remote Technical Support
Job Description
Research and identify solutions to software issues related to Kata Platform, Whatsapp Business API, and Kata Omnichat
Diagnose and troubleshoot technical issues, including account setup and configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues to resolution, within agreed SLA
Communicate with clients through a series of actions, either via phone, email, chat, or conference call, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, infra engineers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clients
You will work on a 2-shift system
Qualifications
Fresh graduates are highly welcomed
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (eg. Freshdesk)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Basic understanding with SQL query & javascript programming
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