JOB DESCRIPTION:

• Analyze and replicate issues reported by users to accurately identify the root cause and assess severity
• Collaborate with development teams by clearly documenting and escalating issues, ensuring effective communication and continuous follow-up until resolution is achieved
• Leverage internal tools and systems to troubleshoot, diagnose, and resolve user-reported problems whenever possible without the need for escalation
• Communicate resolutions and status updates to users in a clear, timely, and professional manner, maintaining a high level of customer satisfaction
• Monitor and ensure compliance with Service Level Agreements (SLAs), including both response times and resolution deadlines, to meet performance and quality standards
• Maintain detailed records of reported issues, steps taken, and final outcomes to support knowledge sharing and continuous improvement of support processes

JOB REQUIREMENTS:

• Min. 3 years of experience in technical product support or as a Quality Assurance associate, including relevant internship experience
• Strong analytical and problem-solving skills with a detail-oriented mindset
• Effective communicator with a collaborative approach—focused on solutions rather than blame or excuses
• Proficient in written and verbal communication, with the ability to present information clearly and professionally
• Familiarity with database querying (e.g., SQL) and API usage is a plus
• Open to being based in Sagan, Yogyakarta
  Evermos is committed to providing an inclusive environment where equal opportunities are available to all applicants regardless of race, color, religion, gender, national origin, disability, age, genetic information, marital status, pregnancy, or related condition. We will not tolerate discrimination or harassment based on any of these characteristics.
  We also emphasize the importance of diversity in all aspects of employment including recruitment, hiring, promotions, training, and organization operations.
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Please refer the Job description for details