Customer Success Engineer Jakarta

Talent Search Recruitment - Indonesia; Jakarta Selatan; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading recruitment agency in Indonesia is seeking a Customer Success Engineer in Jakarta. The role involves interacting with customers to resolve support issues, educating them on the Locus platform, and analyzing customer service metrics. Ideal candidates have 2-4 years of experience and must be fluent in English and Bahasa. Strong technical and problem-solving skills are essential, particularly in a SaaS environment.

Qualifications

• 2-4 years in a customer facing support business.
• Fluent in English & Bahasa, both written and spoken.
• Demonstrable problem solving and troubleshooting skills.

Responsibilities

• Interact with customers to resolve complex support inquiries.
• Become an expert on the Locus platform and educate customers.
• Analyze SLAs, response times, and open tickets to improve support.

Skills

Problem solving

Communication skills

Technical aptitude

Business writing

Excel skills

REST APIs

Tools

Freshdesk Ticketing

Job description

About the job Customer Success Engineer Jakarta

Roles and Responsibilities:

• Interacting with customers using telephone, email, and chat services to resolve complex support and various other account management functions.
• Communicate complex technical topics in clearly understandable written and spoken English with customers over tickets, calls etc
• Troubleshoot and help solve inbound customer inquiries, while providing exceptional service experiences along the way.
• Become an expert on the Locus platform, and help educate customers on best practices.
• Investigate & escalate any critical issues to relevant stakeholders across the organisation
• Work closely with the Customer Success team to keep them informed of all important customer interactions
• Contribute to our Help Centre articles and curate existing content to ensure customers are aware and have access to self-serve content
• Analyze. You will analyze SLAs, response times and open tickets and apply your findings todevelop an effective and workable framework for managing and improving customer support.
• Strategize. You will provide data and reporting of KPIs and trends on an ad-hoc, weekly, and monthly basis. You will develop and improve the phone/ticket processes to ensure free flowing resolution, escalation, and information within the organization
• Execute on team initiatives to improve internal processes and our customer experience as a whole.

Who would fit the role

• 2-4 years in a customer facing support business.
• Must be able to read, write, and speak English & Bahasa fluently
• Must have excellent knowledge of business writing, grammar and mechanics used inspeaking and writing with customers and co-workers
• Demonstrable problem solving and troubleshooting skills, logical thought process.
• Good technical aptitude to ramp up on technical and business concepts.
• Good to have an understanding of SaaS products or the logistics tech industry.
• Should know how to work on Excel.
• Supporting clients 24/7, thus hours of work may vary
• Experience working with REST APIs is a plus
• Experience working with Freshdesk Ticketing is a plus