Technical Support Specialist

3 weeks ago


Jakarta, Jakarta, Indonesia Michael Page Indonesia Full time
Maintain and support highly decorated customersParticipate in impactful financial products About Our Client

Our client is a global tech based out of Europe with analytics products implemented in financial services institutions across the world.

Job Description

Diagnose and resolve technical issues, providing support both internally and externally.Track and manage client requests and issues, documenting resolutions in Jira Service Desk.Assess whether issues are covered in the existing knowledge base, and if not, create new documentation, video tutorials, or request additional support material.Redirect or escalate problems to appropriate teams, such as data scientists, product, or engineering, when necessary.Assist with onboarding new clients by troubleshooting on-premise or private cloud software.Develop product documentation and Confluence resources, including Security, Installation, Admin guides, and technical requirements.Take ownership, prioritize, and troubleshoot a wide range of client support issues, creating response plans for both simple and complex cases related to the platform and SLAs.Plan to develop multi-level technical support in the long term

The Successful ApplicantOver 3 years of experience in Technical Support and knowledge in following language: Python/Java.Exposure/experience to financial services/fintech projects.Proficient in working with JIRA software.Advanced education in Computer Science, Information Technology, or a related field.Proven ability to troubleshoot on-premise and cloud installations while collaborating with international clients or partners.Strong communication skills, with the ability to effectively, courteously, and professionally convey information in English.Skilled at explaining technical concepts to non-technical audiences.Highly detail-oriented with the ability to prioritize tasks and perform effectively in a fast-paced environment.Strong analytical and critical thinking abilities to diagnose support issues, understand client needs, gather data, establish facts, and draw sound conclusions.

What's on Offer

Remote work arrangement

Opportunity to connect with decorated clients



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