Support
Cutomer Support
  1. Helpdesk :
    1. Receive and quickly respond to all complaints, reports or support requests submitted by the customer either by phone or email.
    2. Contacting IT customers to ask for further clarification if the report, complaint, unclear demand, or the attachment problems that are less / not complete, after being assigned from the Support Manager.
  2. Admin
    1. Daily job : as a reporter who was inputting / create JIRA issue in the system: per project (customer), the type of issues (bugs, new features, improvement, task), summary, priority (blocker, critical, major, minor, trivial), the due date, components (BO, RT, OT, WEB, WR, WT, DF), description, and attachments at the assigned to support.
    2. Monthly Job : beginning of each month generate monthly progress report in JIRA in the form of an excel file each broker / customer and sent via email to every broker / customer as a statement of support services that have been completed or are still on progress
  3. Manager
    1. Re-assign the issue by a reporter dicreate (admin support) to each manager / team leader in accordance with componentnya Developer on JIRA, or to the CS personnel when the issue could be handled / Dissolved by the CS without the help of developer team.
    2. Responsible for monitoring monthly progress reports and ensure the beginning of each month is always delivered to the customer.
    3. Responsible for monitoring progress on all the issues in JIRA support (for example: issue pending for too long, etc., are coordinated with other divisions related example: developers, product support, marketing or project).
    4. resolved and or closed issue in JIRA which assign to staff if the issue is completed.
    5. Representing the company to attend the invitation / request a meeting in order to discuss the issues relating to maintenance / support.
    6. Set the scheduling of on-site training or assistance beyond the project at the request of the customer, after coordinating with the developer team
    7. Monitoring, coaching and evaluating staff performance / team.
Developer
  1. Manager :
    1. Re-assign the JIRA issue to each of the staff developer in team to work and resolved.
    2. Re-assign issue in JIRA to the manager of product support if an update / solution must be delivered to the customer by the staff of product support, or if the issue can be handled by product support.
    3. Re-assign issue in JIRA to support when the issue no / unclear or attachment is still lacking, etc.
    4. resolved and closed to the JIRA issue that assign if the issue has been completed
    5. last update source program of the issues that have been completed into the server.
    6. Responsible solutions to the issues in their respective divisions.
    7. Monitoring, coaching and evaluating staff performance / team.
    8. Determine the completion of the issues based on the priority scale, the level of urgency or the number issue.
  2. Staff
    1. Responsible for working and resolving the issues in JIRA which assign to staff.
    2. Reassign issue in JIRA to support when the issue is less / not clear or attachment is still lacking, etc
    3. Reassign issue in JIRA to the product support manager when the team needs help solving issues for didelivery product support to customers.
    4. resolved and closed to the JIRA issue that assign to staff if the issue has been completed
    5. Updating source last program of the issues that have been completed into serdev.
Product Support
  1. Manager :
    1. Responsible for working and resolving the issues in JIRA which assign to staff.
    2. Set up a schedule for product support personnel for the delivery program updates to customers.
    3. Re-assign issue in JIRA to each developer who handles earlier if there are still shortcomings in the solution / update issue that has be delivered to the customer, to further followed up.
    4. resolved and closed to the JIRA issue that assign if the issue has been completed
    5. Monitoring, coaching and evaluating staff performance / team.
  2. Staff
    1. Responsible for working and resolving the issues in JIRA which assign to staff.
    2. Reporting directly to the manager about the outcome workmanship task given to staff.
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