Tech Specialist
PT XanhSM Green & Smart Mobility
- Full-Time
- On-site • Jakarta Pusat
- Negotiable
No Sign Up Required!
Job Description
Application Support & Incident Management
- Provide technical support for Driver App, Customer App, and internal business applications.
- Receive, investigate, troubleshoot, and resolve application-related issues reported by users.
- Handle support requests through ticketing systems, email, and other support channels.
- Diagnose application issues including login failures, crashes, payment issues, GPS/map errors, and account access problems.
- Escalate complex issues to senior team members or global technology teams with complete diagnostic information.
- Monitor application performance and system health to proactively identify potential issues.
- Ensure support tickets are resolved within established SLA targets and provide timely updates to stakeholders.
- Track recurring incidents and contribute to root cause analysis initiatives.
System Administration & Maintenance
- Manage user accounts, access permissions, and application configurations.
- Support application deployments, updates, patches, and version releases.
- Conduct User Acceptance Testing (UAT) for new features and enhancements.
- Monitor system availability and application uptime using monitoring tools.
- Maintain software licenses, subscriptions, and technology asset inventories.
Driver & Customer Operations Support
- Support driver onboarding activities including application setup, account activation, and system verification.
- Resolve driver operational issues related to trip assignments, zone configurations, and app functionality.
- Investigate customer escalations including trip disputes, refund-related system issues, and service concerns.
- Coordinate with Operations and Product teams to resolve platform-related incidents.
- Support promotional campaigns by configuring vouchers, fare rules, and promotional settings.
Documentation & Knowledge Management
- Accurately document incidents, troubleshooting activities, and resolutions in the ticketing system.
- Maintain system documentation, application records, and access logs.
- Follow established SOPs, runbooks, and support procedures.
- Contribute to the internal knowledge base by documenting solutions and best practices.
- Assist in creating and updating support documentation when required.
Project & Continuous Improvement
- Participate in technology-related projects and operational improvement initiatives.
- Support internal audits, compliance activities, and process reviews.
- Stay updated with new platform features, system enhancements, and technology developments.
- Identify opportunities to improve support processes, workflows, and service quality.
- Participate in team meetings, training programs, and continuous learning activities.
Requirements
- Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.
- Diploma graduates with strong relevant experience are welcome to apply.
- 2–5 years of hands-on experience in Application Support or IT Operations
- Experience supporting mobile applications (Android/iOS) is highly preferred.
- Familiarity with helpdesk and ticketing systems such as Jira, Zendesk, Freshdesk, or ServiceNow.
- Basic understanding of application architecture, APIs, databases, and cloud platforms (AWS, GCP, Azure).
- Knowledge of SQL for basic troubleshooting and data verification.
- Familiarity with API testing tools such as Postman or cURL.
- Understanding of ITIL processes including Incident, Problem, Change, and Request Management is an advantage.
- Experience in ride-hailing, logistics, mobility-tech, or digital platform businesses is a plus.
- Strong analytical and troubleshooting skills with the ability to identify and resolve application issues systematically.
- Excellent communication skills in English.
- Detail-oriented, proactive, customer-focused, and able to work under pressure.
- Willing to work on-site and participate in shift-based operations and on-call support schedules.
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GreenSM Indonesia: Leading the Way in Sustainable Mobility Solutions
GreenSM Indonesia is part of GSM, an innovative technology firm that offers Vietnam's premier all-electric multi-service platform, now expanding its revolutionary approach to Southeast Asia. We provide reliable and eco-friendly mobility solutions, including electric taxis, motorbikes, and on-demand express services.
Our Mission:
To create a sustainable, green, and convenient transportation ecosystem that empowers communities to embrace a greener, smarter future. We believe in driving positive change and shaping a technologically advanced landscape for everyone.
Key Achievements by GSM in Just One Year:
- Became the second-largest ride-hailing platform in Vietnam, rapidly establishing itself as a leading player.
- Launched a groundbreaking product that has significantly impacted the transportation industry.
- Earned recognition as one of Vietnam's top 10 highlights within its economy.
The Road Ahead:
GreenSM Indonesia is committed to pushing the boundaries of innovation and sustainability in transportation. Join us in our mission to pioneer the future of mobility across the region and contribute to a cleaner, more sustainable environment for all.
Together, we are creating the blueprint for a green and intelligent future.
