Technical Support Specialist
ELO Digital Office Indonesia
- Penuh waktu
- Hybrid • Tangerang Selatan
- Negotiable
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Deskripsi Pekerjaan
- Provide first-level and/or second-level technical support for ELO products and solutions, including troubleshooting application, system, and integration-related issues.
- Monitor and manage customer support tickets, ensuring timely resolution in accordance with service level agreements (SLAs), and escalate complex issues to higher-level technical teams when necessary.
- Assist with the installation, configuration, and maintenance of ELO applications within customer environments.
- Perform incident investigation and root cause analysis to identify underlying technical problems and implement appropriate solutions.
- Analyze application logs, system behavior, and integration points to diagnose and resolve system errors or performance issues.
- Collaborate with internal teams such as Business Development, Development, and Project to resolve customer issues and improve system performance.
- Support customers during system deployment, upgrades, patching, and maintenance activities to ensure system stability and continuity.
- Participate in User Acceptance Testing (UAT), system validation, and quality checks during project implementation or solution updates.
- Develop and maintain technical documentation, troubleshooting guides, FAQs, and knowledge base articles to improve support processes and internal knowledge sharing.
- Provide user guidance, troubleshooting assistance, and training to customers on ELO product features, workflows, and best practices.
- Ensure high levels of customer satisfaction through professional communication, responsiveness, and effective issue resolution.
- Stay updated on new features, product updates, and related technologies to provide high-quality support.
Kualifikasi
- Bachelor's degree or Associate Degree (D3) in Informatics Engineering, Software Engineering, or Information Systems or the related field
- Min. 1 year of working experience
- Maximum age: 30 years old
- Minimum of 1 year experience as a Technical Support
- Knowledge of Networking, Operating Systems (Linux & Windows), and Databases (Oracle, MSSQL Server, PostgreSQL)
- Understanding of basic processes/systems with strong analytical and research skills
- Quick to adapt to changes, able to multitask, prioritize, and work under pressure
- Able to work effectively both independently and in a team
- English and Bahasa Indonesia professional proficiency is required
- Proactive mindset with strong problem-solving abilities
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ELO Digital Office Indonesia is a leading provider of enterprise content management
(ECM) software. A subsidiary from ELO Digital Office GmbH located in Stuttgart, a company who specializes in digital solutions for businesses of all sizes across every industry. ELO Digital Office has been in the market for more than 20 years. Available in 20 languages, ELO products
and solutions are sold in over 40 countries worldwide through a close-knit
international ELO Business Partner network of over 1,000 systems specialists.
ELO operates through 24 office locations in 16 countries.
