Technical Support

Company Description

Kata.ai is an Indonesian Conversational Artificial Intelligence company with a focus on creating technology to enhance the understanding of human conversations, improving the way humans collaborate with machines. Kata.ai’s Natural Language Processing (NLP) technology powers MultiPurpose chatbots (virtual customer service / virtual friend) for major corporations in Indonesia across different kinds of industries such as Unilever (FMCG), Telkomsel (Telco), Bank BRI (Financial Services), and Alfamart (Retail).

The company’s proprietary Kata Bot Platform can be leveraged to create feature-rich chatbots on top of Kata.ai’s robust and scalable AI technology platform, ensuring company of any size can easily build their own chatbot on any messaging platform. With this platform, it is now possible for the business to focus on designing engaging interaction for their customers, while Kata.ai handles all the technology aspects of the chatbots.

Established in 2015, the company 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.

Job Description

• Research and identify solutions to software issues related to Kata Platform, Whatsapp Business API, and Kata Omnichat
• Diagnose and troubleshoot technical issues, including account setup and configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues to resolution, within agreed SLA
• Communicate with clients through a series of actions, either via phone, email, chat, or conference call, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, infra engineers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients
• You will work on a 2-shift system

Qualifications

• Fresh graduates are highly welcomed
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Freshdesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Basic understanding with SQL query & javascript programming

Additional Information

To apply directly, you can click the following link: https://katrecs.kata.ai/?cp=kata.ai 

We value a flexible working hour for our employees.

The most important is we provide a learning experience in Conversational AI Industry.