AI Solution & Support Specialist

.; Kota Yogyakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A technology firm based in Yogyakarta seeks an AI Solution & Support Specialist to enhance customer experience via data analysis and operational support. The role involves preparing data for reports, maintaining an AI Knowledge Base, and collaborating with teams to resolve AI issues. Ideal candidates are detail-oriented, fluent in Bahasa Indonesia and English, and eager to learn in a dynamic environment. Experience in SaaS or tech support is preferred, making this an exciting opportunity for growth in a fast-paced setting.

Qualifications

• Strong analytical skills and attention to detail.
• Good communication and collaboration abilities.
• Familiarity with data analysis tools like spreadsheets and dashboards.
• Basic understanding of AI concepts and technical troubleshooting.
• Ability to manage documentation and handle administrative tasks efficiently.
• Experience in SaaS, tech support, or related roles is a plus.
• Proactive, curious, and eager to learn in a fast-paced environment.
• Fluent in both Bahasa Indonesia and English (written and spoken).

Responsibilities

• Prepare data for reporting and analysis to support initiatives.
• Build and maintain the AI Knowledge Base.
• Handle onboarding documents and provide administrative support.
• Ensure data and documentation are well-organized.
• Analyze monthly ticketing data and deliver summary reports.
• Work closely with the Enterprise Specialist team for AI-related issues.
• Share key AI insights with the internal team monthly.
• Collaborate to streamline workflows and improve efficiency.

Skills

Analytical skills

Communication skills

Collaboration abilities

Data analysis tools familiarity

Basic AI concepts understanding

Documentation management

Proactiveness

Fluent in Bahasa Indonesia and English

Job description

Qiscus is an AI-powered omnichannel customer engagement platform that enables businesses to meet the rising expectations for exceptional Customer Experiences (CX) by facilitating timely and intuitive conversations at scale. The AI Solution & Support Specialist plays a crucial role in supporting the Solution & Support team by leveraging AI-related insights and data to improve service quality, efficiency, and decision‑making processes. This role combines operational support, data analysis, and technical troubleshooting, especially on AI‑related cases.

What You Will Do:

• Prepare data for reporting and analysis to support Solution & Support initiatives.
• Build and maintain the AI Knowledge Base to ensure accurate and up‑to‑date documentation.
• Handle onboarding documents and provide administrative support for daily operations.
• Ensure data and documentation are well‑organized and properly managed.
• Analyze monthly ticketing data, extract insights, and deliver summary reports to founders.
• Work closely with the Enterprise Specialist team to resolve AI‑related issues, including debugging and developing Proof of Concepts (PoCs).
• Share key AI insights and findings with the internal team on a monthly basis to promote continuous learning and improvement.
• Collaborate with the team to streamline workflows and improve operational efficiency.

What You Will Bring to the Role:

• Strong analytical skills and attention to detail.
• Good communication and collaboration abilities.
• Familiarity with data analysis tools (e.g., spreadsheets, dashboards, or BI tools).
• Basic understanding of AI concepts and technical troubleshooting.
• Ability to manage documentation and handle administrative tasks efficiently.
• Experience in SaaS, tech support, or related roles is a plus.
• Proactive, curious, and eager to learn in a fast‑paced environment.
• Fluent in both Bahasa Indonesia and English (written and spoken).