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