IT Customer Support

COMPANY DESCRIPTION

Established in 2006, PT. INOSOFT TRANS SISTEM is a Surabaya-based software development company specializing in supply chain management and enterprise solutions.

We build software that supports complex B2B operations—from inventory and logistics to asset movement and field usage—for global clients across industries such as steel, energy, and industrial services.

Our mission is to deliver reliable enterprise software that helps customers improve operational efficiency, transparency, and business performance.

At Inosoft, we believe in more than just technology—we believe in people. Our culture is built on integrity, collaboration, continuous learning, and innovation, enabling our teams to grow while delivering meaningful impact to customers worldwide.

ROLE OVERVIEW

We are looking for an experienced IT Customer Support professional to become the primary point of contact for our enterprise customers.

You will handle customer inquiries, incidents, and service requests while working closely with Project Managers, Developers, and QA Engineers to ensure issues are resolved efficiently and professionally.

Your daily work will primarily involve managing customer tickets in Jira, communicating with customers via email and Microsoft Teams, maintaining basic documentation in Confluence, and supporting operational activities related to Master Data Management (MDM) when required.

This role requires excellent English communication, strong analytical thinking, and the ability to coordinate effectively between customers and technical teams.

This position is ideal for someone who:

• Enjoys solving customer problems. 
• Takes ownership until issues are resolved. 
• Communicates professionally under pressure. 
• Enjoys working with both customers and technical teams. 
• Wants to build expertise in enterprise software and B2B customer support. 

This position works remotely and follows a night shift (8:00 PM – 5:00 AM WIB) to support our overseas customers.

KEY RESPONSIBILITIES

1. Customer Support & Ticket Management

• Serve as the primary contact for customers via email, support portal, Microsoft Teams, and online meetings. 
• Respond promptly to customer inquiries, incidents, and service requests. 
• Create, prioritize, manage, and follow up customer tickets in Jira. 
• Gather complete information before escalating issues to technical teams. 
• Monitor ticket progress and provide customers with timely updates until resolution. 
• Ensure support activities meet agreed SLA commitments. 

2. Technical Coordination

• Coordinate closely with Project Managers, Developers, and QA Engineers to investigate and resolve customer issues. 
• Communicate customer-reported problems clearly and accurately. 
• Validate proposed solutions before communicating them to customers. 
• Escalate critical issues appropriately while ensuring effective communication across all stakeholders. 

3. Documentation & Service Quality

• Maintain accurate documentation of customer interactions, issue investigations, and resolutions in Jira. 
• Maintain basic documentation in Confluence and support MDM activities when required. 
• Ensure tickets contain sufficient information for investigation and future reference. 
• Identify recurring issues and share improvement opportunities with internal teams. 

4. Customer Relationship Management

• Build trusted relationships with enterprise customers. 
• Communicate technical information in a clear and customer-friendly manner. 
• Manage customer expectations throughout the support process. 
• Deliver professional, responsive, and solution-oriented customer support. 

5. Continuous Improvement

• Continuously learn Inosoft's products and business processes. 
• Expand your understanding of enterprise software and supply chain operations. 
• Participate in knowledge-sharing and process improvement initiatives. 

QUALIFICATIONS

1. Education & Experience

• Bachelor's Degree in Information Technology, Information Systems, Computer Science, or related disciplines. 
• Minimum 3 years of experience in IT Customer Support, Application Support, Technical Support, Service Desk, Helpdesk, or similar roles within software development or enterprise software companies. 
• Experience supporting enterprise (B2B) software solutions is highly preferred. 
• Experience supporting international customers is an advantage. 

2. Technical & Analytical Competence

• Strong analytical and problem-solving skills. 
• Hands-on experience using Jira for ticket management and issue tracking. 
• Comfortable working with Microsoft Teams, email, and collaboration tools. 
• Familiarity with Confluence is an advantage. 
• Exposure to Master Data Management (MDM) processes is a plus. 
• Understanding of incident management, SLA, and escalation processes. 
• Basic understanding of SDLC and general software troubleshooting. 
• Excellent written and spoken English. 

3. Soft Skills

• Excellent communication and customer service skills. 
• Strong listening and problem-solving abilities. 
• Detail-oriented, organized, and proactive. 
• Able to manage multiple priorities in a fast-paced environment. 
• Comfortable working independently in a remote environment. 
• Strong sense of ownership and accountability. 

4. Mindset That Fits Inosoft

• Customer-Oriented 
• Ownership 
• Problem Solver 
• Collaborative 
• Continuous Learner 
• Calm Under Pressure 

JOIN US

If you're passionate about helping customers succeed, solving software-related challenges, and working closely with technical teams to deliver outstanding enterprise customer support, we'd love to meet you.