Deskripsi Pekerjaan
We are seeking a highly motivated, client-centric Business Support Executive to join our dynamic team in the Central Region. As a key member of the Information & Communication Technology division, you will act as the primary bridge between our technical teams and internal/external business stakeholders. Your core mission is to ensure that all service level agreements (SLAs) are consistently met, exceeded, and proactively managed.
In this role, you will thrive on operational excellence. You will be responsible for engaging team members for support as required, troubleshooting complex issues, and fostering robust partnerships that drive business success. Whether it's coordinating with technical units to resolve critical incidents or working with clients to refine their support needs, your efforts will directly impact the bottom line and customer satisfaction.
The ideal candidate has a strong background in business support within an IT environment, combined with exceptional communication skills and a knack for problem-solving. You will handle escalated tickets, monitor KPI dashboards, and contribute to continuous improvement initiatives. From developing SOPs to training new joiners, your role is pivotal in enhancing service quality.
If you are looking for a challenging and rewarding role where you can make a significant impact, this is the opportunity for you. Join a supportive culture in the heart of the Central Region and advance your career with a forward-thinking Private Advertiser.
Tanggung Jawab
- Act as the primary point of contact for business support queries, coordinating responses across technical and operational teams to ensure SLA adherence.
- Proactively engage with team members and stakeholders to identify support requirements and develop effective solutions.
- Monitor, track, and report on key performance indicators (KPIs) related to service delivery and client satisfaction.
- Manage and resolve escalated support tickets, ensuring thorough documentation and timely closure.
- Develop and maintain comprehensive Standard Operating Procedures (SOPs) and support documentation.
- Facilitate regular business reviews with internal and external clients to align support strategies with evolving business needs.
- Identify opportunities for process automation and optimization to enhance service efficiency and reduce resolution times.
- Assist with the onboarding and training of new team members, ensuring a seamless integration into the support framework.
Kualifikasi
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related discipline.
- Minimum 2-3 years of proven experience in a business support, IT support, or service delivery executive role.
- Strong working knowledge of SLA management, ITIL best practices, and incident management workflows.
- Exceptional communication and interpersonal skills, with the ability to engage confidently with both technical and non-technical stakeholders.
- Demonstrated ability to manage multiple priorities simultaneously in a fast-paced, dynamic environment.
- Strong analytical and problem-solving skills with a keen attention to detail.
- Proficiency with ticketing systems (e.g., Jira, ServiceNow, Zendesk) and the Microsoft Office 365 Suite.
- A customer-centric approach with a genuine passion for delivering high-quality business support services.