Customer Applications Support

About Progrez

Progrez is an IT consulting company specializing in DevOps and ITSM solutions. We are passionate about driving organizations to adapt and unlock new possibilities through innovative technology solutions. By partnering with our customers, we help them streamline their IT operations, enhance efficiency, and achieve their business goals. At Progrez, we believe in fostering a growth‑oriented and collaborative environment. We encourage open communication at all levels and empower our employees to contribute their ideas and expertise. As a growing company with a dedicated team of professionals, we value teamwork, continuous learning, and a shared passion for technology. We are committed to staying at the forefront of the IT industry, constantly exploring new technologies and methodologies to deliver cutting‑edge solutions to our customers. Our mission is to be a trusted advisor and partner, guiding our customers on their digital transformation journey and helping them achieve sustainable success.

Job Summary As a Customer Applications Support, you will be responsible for handling application‑related support for customers, ensuring smooth system operations and a high level of service quality. You will apply your knowledge of software and related technologies to troubleshoot issues, provide timely resolutions, and support day‑to‑day customer operations. Acting as Level 1 & Level 2 Support for our external customers, you will use strong problem‑solving and communication skills to clearly understand customer needs, provide accurate updates, and deliver effective, high‑quality solutions.

Qualifications

Candidates should have a Bachelor’s degree in Computer Science, Information Systems, or a related field, with 3–5 years of relevant experience.

Possess strong communication skills, with the ability to clearly convey technical information to both technical and non‑technical stakeholders.

Willing to work overtime when necessary to ensure timely and effective problem resolution.

Demonstrate the ability to work collaboratively as part of a team.

Have a strong technical foundation, with a solid understanding of data, platforms, and modern technologies.

A fast learner who can quickly adapt to new tools, systems, and working environments.

Strong knowledge of Software Development and IT Service Management (ITSM) is considered an advantage.

Experience or familiarity with Atlassian tools (such as Jira, Confluence, etc.) is a plus.

Responsibilities

Ensure all assigned tickets are monitored and resolved in accordance with agreed Service Level Agreements (SLAs).

Act as Level 1 Support, providing prompt responses to customer inquiries and ensuring timely and clear communication throughout the resolution process.

Act as Level 2 Support, performing in‑depth troubleshooting, identifying root causes, and implementing temporary workarounds while delivering permanent and effective solutions.

Develop and maintain a Knowledge Base by documenting recurring issues, resolutions, and best practices to support continuous improvement.

Conduct meetings with customers to gather detailed requirements, clarify issues, and ensure the delivery of appropriate and effective solutions.

Manage and maintain IT assets, ensuring they are properly inventoried, securely stored, and kept in a clean and safe condition.

Perform post‑sales support activities for external customers, including solution follow‑ups, issue resolution, customer satisfaction assurance, and ongoing technical assistance.

Seniority level Mid‑Senior level

Employment type Temporary

Job function Information Technology

Industries IT Services and IT Consulting

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Central Cikarang, West Java, Indonesia

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