Technical Support

📍 Job Overview

• Job Title: Technical Support
• Company: Kata.ai
• Location: South Jakarta, Indonesia
• Job Type: Part-time
• Category: Customer Support & Technical Support
• Date Posted: June 11, 2025
• Experience Level: Entry-level (Fresh graduates welcome)
• Remote Status: On-site

🚀 Role Summary

• Provide efficient technical support for Kata.ai's platform, ensuring optimal performance and minimal downtime.
• Collaborate with clients and internal teams to resolve technical issues and escalate unresolved problems.
• Contribute to a positive user experience by maintaining high-quality support and communication standards.

📝 Enhancement Note: This role focuses on providing first-line technical support, with a strong emphasis on problem-solving, communication, and customer service skills. Familiarity with API testing tools, monitoring tools, and basic programming knowledge will be beneficial in this role.

💻 Primary Responsibilities

• Technical Support: Troubleshoot and resolve platform-related issues, including account setup and configuration, in a timely manner.
• Platform Monitoring: Monitor the performance and availability of platforms, systems, and applications to ensure optimal operation and minimal downtime.
• Client Communication: Communicate with clients through various channels (phone, email, chat, or conference call) until technical issues are resolved.
• Issue Escalation: Properly escalate unresolved issues to appropriate internal teams, such as Software Engineers or DevOps Engineers.
• Resource Utilization: Refer to internal databases or external resources to provide accurate technical solutions.
• Issue Management: Prioritize and manage multiple open issues simultaneously.
• Shift Work: Work on a 2-shift system to provide continuous support.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science, Information Technology, or a related field is preferred, but fresh graduates are welcome to apply.

Experience: No prior experience is required; however, candidates with relevant internship or project experience will be given preference.

Required Skills:

• Strong problem-solving skills and a passion for troubleshooting technical issues.
• Excellent communication skills, both written and verbal, in English.
• Basic understanding of computer systems, networks, and databases.
• Familiarity with API testing tools (e.g., Postman), monitoring tools (e.g., Grafana), remote desktop applications, and helpdesk platforms (e.g., Freshdesk).
• Basic understanding of SQL queries and JavaScript programming.

Preferred Skills:

• Previous experience in a customer support or technical support role.
• Knowledge of Conversational AI or similar technologies.
• Familiarity with Kata.ai's products and services.

📊 Web Portfolio & Project Requirements

As this role primarily focuses on technical support and troubleshooting, a portfolio is not explicitly required. However, demonstrating relevant projects or experiences that showcase problem-solving skills, technical proficiency, and customer support capabilities would be beneficial.

💵 Compensation & Benefits

Salary Range: The salary range for this entry-level, part-time technical support role in South Jakarta, Indonesia, is estimated to be between IDR 3,000,000 to IDR 5,000,000 per month, based on regional market standards and industry benchmarks for similar roles.

Benefits:

• Flexible working hours.
• Learning experience in the Conversational AI industry.
• Opportunities to work with major corporations and gain exposure to diverse technologies.

Working Hours: This role requires working on a 2-shift system, with a total of 40 hours per week.

🎯 Team & Company Context

🏢 Company Culture

Industry: Kata.ai operates in the Conversational AI industry, focusing on creating technology to enhance human-machine collaboration. The company powers multi-purpose chatbots for major corporations across various industries, such as Unilever, Telkomsel, Bank BRI, and Alfamart.

Company Size: Kata.ai is a mid-sized company with a team of around 50-100 employees, providing a dynamic and collaborative work environment.

Founded: Established in 2015, Kata.ai has become a trusted partner for major corporations such as Microsoft, Accenture, and Line. In 2020, the company received Series-B funding from TransPacific Technology Fund and MDI Venture.

Team Structure: The technical support team works closely with software engineers, devops engineers, and other internal teams to ensure optimal platform performance and timely issue resolution.

Development Methodology: Kata.ai follows Agile methodologies, with a focus on continuous improvement, collaboration, and customer satisfaction.

Company Website: Kata.ai

📝 Enhancement Note: Kata.ai's focus on Conversational AI and collaboration with major corporations provides an exciting opportunity for technical support professionals to gain exposure to cutting-edge technologies and diverse industries.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an entry-level position in the technical support career path, focusing on first-line issue resolution and customer communication.

Reporting Structure: Technical support professionals in this role will report directly to the Technical Support Manager or a similar role within the organization.

Technical Impact: Technical support professionals in this role will have a direct impact on user experience and platform performance by ensuring timely issue resolution and minimal downtime.

Growth Opportunities:

• Career Progression: With experience and demonstrated skills, technical support professionals can advance to roles such as Senior Technical Support Specialist, Technical Support Team Lead, or even transition into software engineering or devops roles.
• Technical Skill Development: This role provides an opportunity to develop and improve technical skills, including troubleshooting, problem-solving, and familiarity with various tools and technologies.
• Industry Knowledge: Working with Kata.ai will provide exposure to the Conversational AI industry, allowing professionals to gain valuable insights and build a strong foundation for their careers.

📝 Enhancement Note: Kata.ai's focus on innovation and collaboration with major corporations creates an environment that fosters career growth and technical skill development for technical support professionals.

🌐 Work Environment

Office Type: Kata.ai's office is located in the South Quarter Building, Tower C, Level 10, Jl. R.A. Kartini Kav.8, South Jakarta, Indonesia. The office provides a modern and collaborative work environment, with access to various amenities and facilities.

Office Location(s): South Jakarta, Indonesia.

Workspace Context:

• Collaborative Environment: The office encourages collaboration and teamwork, with open spaces and dedicated team areas.
• Development Tools: Kata.ai provides access to various development tools, including API testing tools, monitoring tools, and remote desktop applications, to ensure efficient issue resolution.
• Cross-Functional Collaboration: Technical support professionals will work closely with software engineers, devops engineers, and other internal teams to ensure optimal platform performance and timely issue resolution.

Work Schedule: This role requires working on a 2-shift system, with a total of 40 hours per week. The work schedule may vary depending on the company's needs and the employee's availability.

📝 Enhancement Note: Kata.ai's modern and collaborative work environment, combined with its focus on innovation and collaboration with major corporations, creates an ideal setting for technical support professionals to thrive and grow.

📄 Application & Technical Interview Process

Interview Process:

1. Online Application: Submit your application through the provided link.
2. Phone/Video Screen: A brief phone or video call to assess communication skills and basic technical knowledge.
3. Technical Assessment: A hands-on assessment to evaluate problem-solving skills, familiarity with tools, and ability to troubleshoot technical issues.
4. Final Interview: A face-to-face or video interview with the hiring manager or a panel of interviewers to discuss career goals, fit, and expectations.

Portfolio Review Tips:

• Highlight any relevant projects or experiences that demonstrate problem-solving skills, technical proficiency, and customer support capabilities.
• Be prepared to discuss your approach to troubleshooting and issue resolution, as well as your ability to communicate effectively with clients and internal teams.

Technical Challenge Preparation:

• Familiarize yourself with API testing tools (e.g., Postman), monitoring tools (e.g., Grafana), remote desktop applications, and helpdesk platforms (e.g., Freshdesk).
• Brush up on your SQL queries and JavaScript programming knowledge.
• Prepare for scenario-based questions that focus on troubleshooting, problem-solving, and customer communication.

ATS Keywords: (Organized by category)

• Programming Languages: JavaScript
• Tools: Postman, Grafana, Freshdesk, SQL
• Methodologies: Agile
• Soft Skills: Problem-solving, Communication, Customer Service
• Industry Terms: Technical Support, Troubleshooting, Customer Communication

📝 Enhancement Note: Kata.ai's interview process focuses on assessing communication skills, technical proficiency, and problem-solving abilities, making it essential for candidates to prepare thoroughly and demonstrate their skills and knowledge.

🛠 Technology Stack & Web Infrastructure

As this role primarily focuses on technical support and troubleshooting, there is no explicit technology stack or web infrastructure requirement. However, familiarity with the following tools and technologies will be beneficial:

• API Testing Tools: Postman
• Monitoring Tools: Grafana
• Remote Desktop Applications: AnyDesk, TeamViewer, or similar tools
• Helpdesk Platforms: Freshdesk, Zendesk, or similar tools
• Programming Languages: JavaScript
• Databases: SQL

👥 Team Culture & Values

Technical Support Values:

• Customer Focus: Prioritize customer needs and ensure timely issue resolution to maintain high customer satisfaction.
• Problem-Solving: Demonstrate a strong commitment to troubleshooting and resolving technical issues efficiently.
• Communication: Maintain clear and concise communication with clients and internal teams to ensure effective issue resolution.
• Continuous Learning: Stay up-to-date with the latest tools, technologies, and best practices in technical support and customer service.

Collaboration Style:

• Cross-Functional Integration: Work closely with software engineers, devops engineers, and other internal teams to ensure optimal platform performance and timely issue resolution.
• Code Review Culture: Collaborate with internal teams to identify and address potential issues before they impact users.
• Knowledge Sharing: Share technical knowledge and best practices with colleagues to improve overall support quality.

📝 Enhancement Note: Kata.ai's focus on customer satisfaction, problem-solving, and continuous learning creates a supportive and collaborative environment for technical support professionals to grow and succeed.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Platform Troubleshooting: Troubleshoot and resolve platform-related issues, including account setup and configuration, in a timely manner.
• Performance Monitoring: Monitor the performance and availability of platforms, systems, and applications to ensure optimal operation and minimal downtime.
• Issue Prioritization: Prioritize and manage multiple open issues simultaneously, ensuring that critical issues are addressed promptly.
• Client Communication: Communicate effectively with clients through various channels, adapting to different communication styles and needs.

Learning & Development Opportunities:

• Technical Skill Development: Improve technical skills, including troubleshooting, problem-solving, and familiarity with various tools and technologies.
• Industry Knowledge: Gain valuable insights into the Conversational AI industry by working with Kata.ai's diverse client base.
• Career Progression: Develop the skills and knowledge necessary to advance to roles such as Senior Technical Support Specialist, Technical Support Team Lead, or transition into software engineering or devops roles.

📝 Enhancement Note: Kata.ai's focus on innovation, collaboration, and customer satisfaction presents technical support professionals with numerous challenges and growth opportunities to develop their skills and advance their careers.

💡 Interview Preparation

Technical Questions:

• Troubleshooting Scenarios: Describe your approach to troubleshooting technical issues, and walk through a scenario where you had to resolve a complex problem.
• Tool Familiarity: Demonstrate your familiarity with API testing tools (e.g., Postman), monitoring tools (e.g., Grafana), remote desktop applications, and helpdesk platforms (e.g., Freshdesk).
• SQL Queries: Write SQL queries to retrieve and manipulate data from a hypothetical database, demonstrating your understanding of database management.

Company & Culture Questions:

• Customer Focus: Explain how you prioritize customer needs and ensure timely issue resolution in a high-pressure environment.
• Problem-Solving: Describe a challenging problem you faced in a previous role or project and how you went about solving it.
• Teamwork: Share an example of a time when you worked collaboratively with a team to achieve a common goal, and discuss the role you played in the process.

Portfolio Presentation Strategy:

• Project Case Studies: Prepare case studies that highlight your problem-solving skills, technical proficiency, and customer support capabilities.
• Live Demonstrations: If applicable, prepare live demonstrations of your technical support skills, such as walkthroughs of troubleshooting processes or examples of effective client communication.

📝 Enhancement Note: Kata.ai's interview process focuses on assessing communication skills, technical proficiency, and problem-solving abilities, making it essential for candidates to prepare thoroughly and demonstrate their skills and knowledge.

📌 Application Steps

To apply for this technical support position:

1. Submit your application through the provided link: Apply Now
2. Prepare for the phone/video screen by brushing up on your communication skills and reviewing your technical knowledge.
3. Familiarize yourself with API testing tools, monitoring tools, remote desktop applications, and helpdesk platforms to ensure you are well-prepared for the technical assessment.
4. Research Kata.ai's products, services, and industry focus to demonstrate your understanding and enthusiasm for the role during the final interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Kata.ai before making application decisions.