Information System Associate

Information System Associate

1-7 years
Not Specified

Job Description

Role Responsibilities

1. Monitor service management tools/ticketing system and administration (e.g. create business rules, triggers, integrations etc) and proactively manage the day-to-day issues raised by Business users.
2. Track the progress of resolution and provide regular updates for follow-up actions and incident status and proactively keep users informed throughout all stages of all processes by phone, email and instant messenger.
3. Determine the actions required to resolve operational/product problems, escalating as required to minimize the impact to individual users and the organization.
4.Document troubleshooting methodology, information, analyzes facts/conditions regarding the reported issue, and create coaching materials/technical materials.
5.Document reported problems and corresponding solutions in short and clear articles within the company knowledge base.
6.Proactively create knowledge base articles, process documents and share within the team.
7.Assist in the creation of incident reports and other documents as applicable, compile technical reports and user facing procedure documents.
8.Coordinate planned changes by engaging and communicating with users and liaising with various internal teams.
9.Constantly review ticket backlog to ensure they are kept to a minimum and take necessary actions to seek resolution of user issues to achieve high levels of customer satisfaction.
10.Work with internal teams to ensure issues are actioned and communicated in a timely manner, including service outages/escalated issues and opportunities.
11.Actively contribute to monitoring and alerting strategy and approach, using continuous improvement to ensure monitoring is sufficient and appropriate for the environment.
12.Contribute to the team workload by accomplishing related tasks to achieve key results as required.
13.Assist in the deployment and upgrading of application stack into non-production and production environments troubleshoot and resolve problems with the deployment and operation of environments.
14.Lead or participate in management of incidents, requests and problems, request fulfillment and problem resolution and escalation activities, and perform root cause analysis.

1. Bachelor's degree, preferably in related field preferred or equivalent work experience.
2.Minimum 2 - 5 years of experience in software related customer service/contact center operations and technical support role.
3.In-depth knowledge of software systems such as Zendesk, JIRA or other industry standard service management tools/ticketing system.
4.Good knowledge of HTML, XML, JavaScript or CSS experience.
5.Good understanding of cloud technologies, SaaS concepts and shell scripting.
6.Good understanding of Application Developments
7.Knowledge of contact center operations and technologies desirable.
8. Experience with other contact center products preferred.
9.Support a dynamic team environment by collaborating with other departments, team and workgroup members contributing time, effort and ideas, and commitment to work collaboratively toward common goals.
10.Demonstrated passion for delivering a positive customer experience through timely response, and positive interaction, and maintain composure in difficult situations.
11.Proven experience in end-to-end problem determination/troubleshooting issues and root cause analysis.
12.Good communication and presentation skills with experience interacting with users.
13.Proven ability to organize, prioritize and schedule work assignments and adapt well to changing circumstances, direction, and strategy.

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