Remote SaaS Support Specialist

Pt Mitra Pajakku; Denpasar; Remote; IDR 72,000,000 - 144,000,000; Full time

Benefits offered by this job

Remote work

Health benefits

Professional development

Job summary

Pt Mitra Pajakku is seeking a Remote Customer Support Specialist for SaaS applications. You ll provide essential technical assistance, onboarding help, and guidance to users from home while handling inquiries via email, chat, and phone.

As part of a global team, you will diagnose issues, document interactions, contribute to knowledge base, and strive for high customer satisfaction in a flexible remote role.

Qualifications

• Experience in customer or technical support for SaaS products.
• Excellent written and verbal communication.
• Familiar with web apps and ticketing/CRM systems.

Responsibilities

• Respond to inquiries about SaaS functionality and troubleshooting via email, chat, and phone.
• Diagnose issues and provide clear, step-by-step solutions.
• Assist with onboarding, configuration, and best practices.
• Document interactions and resolutions in the support system.
• Escalate complex issues with detailed context.
• Contribute to knowledge base with FAQs and articles.
• Gather customer feedback to improve product and processes.
• Maintain high customer satisfaction and service quality.

Skills

Customer support

Technical support

SaaS experience

Communication skills

CRM systems

Education

High school diploma

Associate's or Bachelor's degree a plus

Tools

CRM software

Ticketing system

Job description

Pt Mitra Pajakku is seeking a Remote Customer Support Specialist for SaaS applications. You ll provide essential technical assistance, onboarding help, and guidance to users from home while handling inquiries via email, chat, and phone.

As part of a global team, you will diagnose issues, document interactions, contribute to knowledge base, and strive for high customer satisfaction in a flexible remote role.