About the Role
The L1 Tech Support is the first point of contact for technical issue resolution, bridging communication between the Customer Experience team and internal technical teams. This role focuses on initial troubleshooting, issue documentation, and timely escalation to ensure system reliability and customer satisfaction.
Key Responsibilities
- Provide first-level technical support and resolve issues through help desk tools
- Serve as the communication bridge between Customer Experience and technical/engineering teams
- Perform initial troubleshooting and identify root causes of reported issues
- Escalate complex issues to the appropriate teams with clear documentation
- Monitor and track support tickets in alignment with SLAs
- Collaborate with cross-functional teams to ensure timely issue resolution
- Support system reliability, stability, and performance improvements
- Create and maintain technical documentation and knowledge base articles
- Ensure all incidents are properly documented and updated
Requirements
- Minimum 1+ year experience in IT Support / Technical Support / Operations
- Strong understanding of support processes and ticketing systems
- Strong problem-solving and analytical thinking skills
- Ability to stay calm under pressure and handle urgent situations
- Able to explain technical solutions in clear, step-by-step instructions
- Familiar with tools such as Zendesk, Slack, Google Workspace
- Basic knowledge of mobile troubleshooting (hardware & software)
- Experience in product/application support is a plus
- Fluent in English (written & spoken)
Work Arrangement
- Placement: Revenue Tower, SCBD, South Jakarta
- Employment type: 12-month contract (extendable)
- Work setup: Hybrid
- Expected onboard: April 2026
BINAR Academy aims to unlock and channel human potential so we can help the world turn into a better place. One of the ways we strive to do that is to channel potential talents to impactful opportunities using our very own job connector, BINAR Job Connect.
BINAR Job Connect has connected up to 250 talents & candidates; whether it be young & aspirational fresh graduate to tech-savvy team leaders, individuals who decided to start from scratch, and junior engineers to skilled product managers to our experienced hiring partners. BINAR Job Connect provides various options of employment, as we intend that everyone processed by us can choose the best career track for them.
