SaaS Customer Support Specialist - Flexible Hours

PT Software Services Indonesia; Kota Yogyakarta; On-site; IDR 60,000,000 - 120,000,000; Full time

Benefits offered by this job

Competitive Salary

Career Development & Training

Reasonable & Flexible Schedules

English Class

Annual Leave entitlement

Performance Review

Relocation Allowance

Staff Engagement Activities

Birthday Leave

Job summary

SoftwareSeni, a software development company based in Yogyakarta, seeks an experienced Customer Support professional to handle inquiries via email, chat, phone, and ticketing systems. You will troubleshoot issues, maintain CRM records, and create helpful documentation, while using AI tools to streamline processes.

The role requires strong English communication, a customer-centric mindset, and the ability to manage multiple requests. Relocation to Yogyakarta is expected if not already local.

Qualifications

• 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.

Skills

Customer Support

Customer Service

Technical Support

CRM platforms

Ticketing systems

AI tools

Workflow automation

Analytical thinking

Problem solving

Attention to detail

Organized

Relocation

On-site availability

Job description

SoftwareSeni, a software development company based in Yogyakarta, seeks an experienced Customer Support professional to handle inquiries via email, chat, phone, and ticketing systems. You will troubleshoot issues, maintain CRM records, and create helpful documentation, while using AI tools to streamline processes.

The role requires strong English communication, a customer-centric mindset, and the ability to manage multiple requests. Relocation to Yogyakarta is expected if not already local.