Customer Support

PT Software Services Indonesia; Kota Yogyakarta; On-site; IDR 66,960,000 - 100,440,000; Full time

Benefits offered by this job

Competitive Salary

Career Development & Training

Flexible Schedules

English Class

Annual Leave 12 days

Performance Review

Relocation Allowance

Staff Engagement Activities

Birthday Leave

Job summary

SoftwareSeni is seeking a Customer Support specialist to join our team in Yogyakarta, Indonesia. You will handle inquiries via email, chat, phone, or ticketing system, troubleshoot issues, and maintain accurate CRM records.

The role emphasizes delivering excellent service, guiding users on features, and improving processes with AI-enabled automation. The position requires relocation to Yogyakarta, a comfortable work-life balance, and opportunities for professional growth.

Qualifications

• Minimum 3 years of experience in Customer Support or similar roles.
• Experience with SaaS products or business software is preferred.
• Familiarity with CRM platforms, ticketing systems, or customer support tools is preferred.
• Experience maintaining customer databases or records is preferred.
• Basic knowledge of databases or software integrations is an advantage.
• Familiarity with AI tools and workflow automation is a plus.
• Customer-oriented mindset with patience and strong interpersonal skills.
• Strong analytical thinking and problem-solving abilities.
• Organized, proactive, and willing to learn new technologies and systems.

Responsibilities

• Respond to customer inquiries via email, chat, phone, or ticketing system in a timely, professional manner.
• Identify, analyze, and troubleshoot product or technical issues and escalate complex cases as needed.
• Manage and prioritize support tickets to meet SLA and ensure follow-up until resolution.
• Guide customers on product features, usage, and best practices in clear language.
• Maintain accurate customer records in CRM and internal databases.
• Prepare reports on support activities, recurring issues, and customer data with high accuracy.
• Create and update help documentation, FAQs, or knowledge base articles.
• Collect and communicate customer feedback to the product team for improvement.
• Use AI tools and automation to streamline repetitive tasks and improve efficiency.

Skills

Customer support

SaaS experience

CRM knowledge

Communication

Analytical thinking

Tools

CRM systems

Ticketing tools

Job description

SoftwareSeni is a Software Development Company based in Yogyakarta & Sydney, Australia. We have been designing and developing phone apps, websites, and mobile experiences. We love solving tough problems - from user experience to design and code. We build enterprise web-based solutions for clients all over the world, from Australia, Indonesia, Europe, Africa, and America. Our clients from Indonesia: Astra International, Traveloka, Angkasa Pura, and Peduli Anak Foundation. Our clients from Australia: Bike Exchange, Downsizing, Red Balloon, Sectara, and many more.

What will you get?

• Competitive Salary. We believe that salary is one of the main factors that keep the employee in the company, therefore, we can guarantee a competitive salary for our Staff.
• Career Development & Training. We have a wonderful onboarding process where we help new team members get familiar with how we work.
• Reasonable & Flexible Schedules. We are encouraging a culture where people can have a good work-life balance. Our schedules are pretty flexible. Need to run an errand in the middle of the day? Totally cool.
• English Class. Working in SoftwareSeni means that you will get massive improvement in your English, both spoken and written, guaranteed!
• Annual Leave entitlement. 12 working days, which can be taken after 3 months of joining.
• Performance Review. We will review your performance twice annually in December and June. So, you can focus on your work and improve your performance every day.
• Relocation Allowance. We provide a relocation allowance if you do not live in Yogyakarta. The allowance will cover moving costs for you and your family.
• Staff Engagement Activities. We provide fun icebreaker activities in the middle of our working hours to chill and build relationships with all the staff. Sounds fun, right?
• Birthday Leave. We also want to celebrate our staff's happiest day by giving them a half-day leave on their birthday.

Requirements

• Minimum 3 years of experience in Customer Support, Customer Service, Technical Support, or a similar role.
• Experience supporting SaaS products or business software applications is preferred.
• Familiarity with CRM platforms, ticketing systems, or customer support tools is preferred.
• Experience handling customer databases or maintaining system records is preferred.
• Basic knowledge of databases or software integrations is an advantage.
• Familiarity with AI tools and workflow automation to improve efficiency, reduce repetitive tasks, and
• optimize daily work processes is a plus.
• Customer-oriented mindset with patience, empathy, and strong interpersonal skills.
• Good analytical thinking and problem-solving abilities.
• Strong attention to detail and accuracy.
• Organized, proactive, and willing to learn new technologies and systems.
• Ability to manage multiple customer requests and prioritize tasks effectively.
• Willingness to relocate and work on-site in Yogyakarta.

Responsibilities

• Respond to customer inquiries and complaints through email, chat, phone, or ticketing system in a timely and professional manner.
• Identify, analyze, and troubleshoot product or technical issues, and elevate complex cases to the relevant internal team when needed.
• Manage and prioritize support tickets to meet service level agreements (SLA), ensuring every case is followed up until resolved.
• Guide customers on product features, usage, and best practices, explaining technical information in simple and easy-to-understand language.
• Maintain accurate and up-to-date customer records in the CRM and internal databases.
• Prepare reports and spreadsheets on support activities, recurring issues, and customer data with high accuracy.
• Create and update help documentation, FAQs, or knowledge base articles based on common customer questions.
• Collect and communicate customer feedback to the product team to support product improvement.
• Use AI tools and workflow automation to streamline repetitive tasks and improve support efficiency.

Note: This position requires fluency in English, as most communication will be conducted in English.
If you’re confident (or eager to grow) in using English at work, this position could be a great fit.