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Act as the first point of contact for customer inquiries and application-related issues Identify, document, and escalate technical issues to the Technical Team Verify and replicate problems before escalating Monitor and report the status of issues until they are resolved Coordinate with internal teams and ensure timely solutions for users Build and maintain strong, positive relationships with customers Strong communication skills — verbal and written, especially in English A team player with a sense of responsibility and accountability Proactive attitude, fast learner, and able to work independently Strong analytical thinking with empathy and customer-first mindset Minimum Diploma (D3) or Bachelor’s Degree (S1) in Informatics Engineering / Computer Science or equivalent Familiarity with database systems such as SQL Server or MySQL is a plus