Entitas Perekrut

PT ALTO Network, founded in 1993, is a financial technology company on providing total banking and payment solutions for Indonesia transaction ecosystems. ALTO is one of the 4 Licensed Lembaga Switchings in Indonesia and part of the Gerbang Pembayaran National (GPN). Today, ALTO aims to be the national leader in payment solutions using the most innovative technology to give impact on connecting merchants and financial institutions to their customers.

Helpdesk/Monitoring

Job Purpose: The purpose of the help desk is to resolve customer complaints and queries in an organized and accurate way through follow-ups and escalations. The goal is to ensure the customer can be satisfied with the problem handling.
This position will be reporting directly to the Helpdesk & Monitoring Manager.

Main Responsibility

• Respond to all customer inquiries (e-mail, WAG, and Phone) within SLA
• Acting as the owner for the tickets coming from the customer (doing the follow-up of the tickets during their lifecycle) and responsible for the escalation to the correct unit.
• Follow up with customers to ensure complete resolution of issues
• Describe problems in language the customer can understand and act with sympathy for customer inconvenience.

Other Responsibility

• Perform reporting job
• Perform checking activity toward every report deliverables (size, location, etc)
• Monitor H2H connection between ALTO and Interchange
• Perform transactions report query hourly to WAG Member

Knowledge & Experience

• Competent at documenting applications operating procedures/workflow process.
• The initiative, enthusiasm, and willingness to learn in a fluid and fast-paced environment.
• Good communication skills to interact effectively at all levels.
• Friendly attitude with a customer-centric mindset
• Strong analytical skills
• Has to passion for technology and wants to make a difference with technology solutions.
• High-potential fresh graduates with no prior experience are welcome.

Competencies

• Taking Ownership
• Interpersonal Communication
• Time Management
• Flexibility

Core behavior

• Challenge Status Quo
• Act Responsibility
• Know Our People
• Get Things Done
• Empower People

Working days: 5 normal working days with 2 days off OR 3 normal working days with 1 day off.

Shift Hour:

• Shift 1 : 07.00 - 16.00
• Shift 2 : 15.00 - 00.00
• Shift 3 : 23.00 - 08.00
• Note: Exact schedule for your shift hour and working days will be set after you join.

Lamar Sekarang