What You Will Do

• Reconcile and analyze trouble ticket and service performance data for the Clients Group to identify trends, root causes, and improvement opportunities.
• Collaborate with internal teams (technical, field operations, customer service) and external partners to resolve issues and improve service delivery.
• Utilize your understanding of fiber optic infrastructure to troubleshoot and assess trouble ticket cases, ensuring timely and effective resolution.
• Track and ensure adherence to customer penalty policies and SLA commitments, escalating non-compliance when necessary.
• Prepare detailed performance reports, dashboards, and executive summaries to support decision-making and client communication.
• Oversee performance monitoring and issue resolution across a large-scale network of 17,000+ segments, ensuring consistent service quality.

What You Will Need:

• Diploma (D3) or Bachelor's Degree (S1) in Information Technology, Electrical Engineering, or Telecommunications.
• Proven experience in performance analysis, preferably in the telecommunications or internet services industry.
• Familiarity with trouble ticket systems and fiber optic network troubleshooting.
• Proficiency in data analysis tools (Ms.Excel, SQL, or BI platforms is a plus).
• Strong communication and negotiation skills for effective coordination across departments and with clients.
• Ability to work under pressure and manage multiple priorities.
• Capable of producing clear, actionable reports and insights for both technical and non-technical audiences.

What We Offer:

• You will be part of one of the fastest-growing connectivity solution provider companies in Indonesia.
• You will be part of a fast-growing team that continuously strives to deliver client satisfaction.
• Competitive benefits and exceptional career experience

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.

Important Notes

We will never ask for the exchange of money, credit card detail or trial of any application in the recruitment process. Please be aware of any suspicious email, Whatsapp or telegram activity from people who could be pretending to be recruiters from our company. If in doubt please ignore the message or reach us at career@protelindo.net