Overview
Depends on Experience
Full Time
Skills
Customer Support
Tier 1
Issue Tracking
Technical Support
Web Portals
Training
Customer Experience
Policies and Procedures
Collaboration
Computer Networking
Database
VMware
Cloud Computing
Microsoft Windows
Linux
Microsoft Word
Microsoft PowerPoint
Microsoft Excel
Microsoft Visio
Conflict Resolution
Problem Solving
Customer Service
English
Communication
Insurance
Job Details
Job Description
This role is an essential part of the 24x7x365 Tier-1 team which provides technical support for Kratos products and Kratos delivered systems to Kratos global customers in our Kratos office - Jakarta, Indonesia.
The Support agent interacts directly with Kratos's customers via phone, email, or trouble ticket and ensures the customer inquiries or issues are tracked, resolved, or escalated in a timely and efficient manner, while providing the highest level of customer service.
ESSENTIAL JOB FUNCTIONS
Member of the Shift team providing 24x7x365 technical support coverage
Daily Interaction with Kratos global customers via telephone, Web Portal, or email
Record customer interactions and requests
Identify customer reported issues and perform initial assessments, gathering logs, configuration, and related information product or system information.
Provide/follow step-by-step procedures to resolve reported issues
Assign or escalate customer reported issues in a timely manner
Ongoing customer communication, setting timeline expectations
Follow global support processes and procedures
Technical ability to learn Kratos products and customer's systems
Represent Kratos in a professional and competent manner
Participate in meetings, training sessions, and any other activities as needed
Passion for creating a positive customer experience
Adhere to all company policies and procedures
Effective and professional working relationships to collaborate with teams across the globe
Experience and Skills
TECHNICAL KNOWLEDGE
Networking and database concepts knowledge
VMWare, Cloud services, OS (windows/Linux) basic knowledge
Microsoft Office (Word, PowerPoint, Excel, Visio) knowledge
Organize and structure approach to problem solving
MINIMUM REQUIREMENTS:
Bachelor of Engineering or other Bachelor degree with a strong ability and interest in technology
Must be able to work from Kratos Jakarta office
Must be able to work on shift (3 shifts per day)
Strong Customer Service attitude and global awareness
Excellent verbal and written communications skills
Excellent English language communication, verbal and written
WORK ENVIRONMENT:
The employee will likely be placed in an office. The work environment characteristics are representative of those of an employee encounter while performing essential functions of the job in a typical office/workstation situation. Able to work sitting or standing at desk and operate a computer via standard input devices such as using a keyboard and reading information on a monitor.
THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY INDIVIDUALS ASSIGNED TO THIS CLASSIFICATION. THEY ARE NOT INTENDED TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND SKILLS REQUIRED OF PERSONNEL SO CLASSIFIED.
A REVIEW OF THIS CLASSIFICATION HAS EXCLUDED THE MARGINAL FUNCTIONS OF THE CLASSIFICATION THAT ARE INCIDENTAL TO THE PERFORMANCE OF FUNDAMENTAL JOB JUTIES. ALL DUTIES AND RESPONSIBILITIES ARE ESSENTIAL JOB FUNCTIONS AND REQUIREMENTS AND ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES TO PERFORM THIS JOB PROFICIENTLY. THE REQUIREMENTS LISTED IN THIS DOCUMENT ARE THE MINIMUM LEVELS OF KNOWLEDGE, SKILLS OR ABILITIES
Job Benefits
This role is an essential part of the 24x7x365 Tier-1 team which provides technical support for Kratos products and Kratos delivered systems to Kratos global customers in our Kratos office - Jakarta, Indonesia.
The Support agent interacts directly with Kratos's customers via phone, email, or trouble ticket and ensures the customer inquiries or issues are tracked, resolved, or escalated in a timely and efficient manner, while providing the highest level of customer service.
ESSENTIAL JOB FUNCTIONS
Member of the Shift team providing 24x7x365 technical support coverage
Daily Interaction with Kratos global customers via telephone, Web Portal, or email
Record customer interactions and requests
Identify customer reported issues and perform initial assessments, gathering logs, configuration, and related information product or system information.
Provide/follow step-by-step procedures to resolve reported issues
Assign or escalate customer reported issues in a timely manner
Ongoing customer communication, setting timeline expectations
Follow global support processes and procedures
Technical ability to learn Kratos products and customer's systems
Represent Kratos in a professional and competent manner
Participate in meetings, training sessions, and any other activities as needed
Passion for creating a positive customer experience
Adhere to all company policies and procedures
Effective and professional working relationships to collaborate with teams across the globe
Experience and Skills
TECHNICAL KNOWLEDGE
Networking and database concepts knowledge
VMWare, Cloud services, OS (windows/Linux) basic knowledge
Microsoft Office (Word, PowerPoint, Excel, Visio) knowledge
Organize and structure approach to problem solving
MINIMUM REQUIREMENTS:
Bachelor of Engineering or other Bachelor degree with a strong ability and interest in technology
Must be able to work from Kratos Jakarta office
Must be able to work on shift (3 shifts per day)
Strong Customer Service attitude and global awareness
Excellent verbal and written communications skills
Excellent English language communication, verbal and written
WORK ENVIRONMENT:
The employee will likely be placed in an office. The work environment characteristics are representative of those of an employee encounter while performing essential functions of the job in a typical office/workstation situation. Able to work sitting or standing at desk and operate a computer via standard input devices such as using a keyboard and reading information on a monitor.
THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY INDIVIDUALS ASSIGNED TO THIS CLASSIFICATION. THEY ARE NOT INTENDED TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND SKILLS REQUIRED OF PERSONNEL SO CLASSIFIED.
A REVIEW OF THIS CLASSIFICATION HAS EXCLUDED THE MARGINAL FUNCTIONS OF THE CLASSIFICATION THAT ARE INCIDENTAL TO THE PERFORMANCE OF FUNDAMENTAL JOB JUTIES. ALL DUTIES AND RESPONSIBILITIES ARE ESSENTIAL JOB FUNCTIONS AND REQUIREMENTS AND ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES TO PERFORM THIS JOB PROFICIENTLY. THE REQUIREMENTS LISTED IN THIS DOCUMENT ARE THE MINIMUM LEVELS OF KNOWLEDGE, SKILLS OR ABILITIES
Job Benefits
- Medical, Dental & Vision Insurance Coverage
- Paid Time-Off (PTO)
- Holidays
- Additional Allowance
- Medical, Dental & Vision Insurance Coverage
- Life/ADD & Short/Long Term Disability Insurance
- 401(k) Savings Plan
- Employee Stock Purchase Plan (ESPP)
- Paid Time-Off (PTO)
- Holidays
- Education Reimbursement
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.