Join Our Team
Help Desk Staff
Job Description
Always loved being the first person anyone talks to for support? Want to help solve our attendee’s problems way before the convention starts and represent the best this convention has? Lend us a paw and become part of our Helpdesk team!
Roles and Responsibilities
- Serve as IWAG’s primary year-round contact for attendee questions, complaints, and remote support through the approved channels.
- Answer from approved information and maintain concise guidance for common questions.
- Perform initial triage for registration, orders, payments, accounts, confirmation messages, and website issues.
- Resolve documented service issues directly and escalate technical defects, record changes, refunds, or policy decisions to the responsible department or division.
- Collect only the information needed to investigate a case. Never request a password or full payment credentials.
- Remain the PIC for attendee communication until the issue is resolved or formally handed to another contact. Provide reasonable updates without requiring the attendee to chase internal divisions.
- Hand relevant unresolved cases and known issues to Front Desk before the event and receive unfinished on-site cases afterward.
- Escalate threats, harassment, fraud, account-security concerns, or sensitive personal-data issues through the appropriate incident path.
Preferred Qualifications
- Fluent in written and spoken Bahasa Indonesia and English (CEFR B2 minimum). Knowledge and fluency in other languages is not required but highly desirable.
- Good attitude with a customer service oriented mind.
- Integrity and honesty is highly expected, as you will be dealing with PII of our attendees.
- You like to be there before everyone is, as you’d be the face of IWAG support.
- Team player and problem solver.
- Experience in handling event registration or help desk affairs.
- Customer complaints and feedback empower you to deliver your best work.
Privacy
Should you choose to register your interest to join our team, we require you to provide your Personally Identifiable Information (PII) as part of this form, and will require you to provide more PII as part of the Staff onboarding and lifecycle. As Staff members will be official representations of the organization, information will be required to ensure accountability and transparency within the team.
This information can only be accessed by relevant Staff members who are bound to the IWAG Staff Confidentiality and Non-Disclosure Agreement and the general IWAG Privacy Policy.
General PII that we require from all Staff members will be collected through this form are:
- Your Legal Name
- Your Email Address
- Your Age
- Your Phone Number
- Your Social Media Identifiers
Specific PII that will be processed through the Staff lifecycle are completely voluntary. Examples of information we may process are, but are not limited to:
- Dietary Preferences, if necessary
- Health information, concerns and risks, if necessary
- Financial transaction receipts and statements, if needed for reimbursements related to con work
- Residential Address, if required for shipping items or if part of the Logistics network, or for random martabak deliveries.
We will not retain a copy of your identification card (Passport, National ID, Drivers’ License), but we will need to see it to provide your badge during the event.
Upon successful offer as a Staff member, all Staff members are bound to a Confidentiality and Non-Disclosure Agreement before granted access to information that is deemed required for the incumbent Staff member to perform their duties, and will become governed by the general IWAG Privacy Policy.
By filling this form, you consent to provide your personal information for Staff application and other purposes in line with our Privacy Policy.