SaaS Customer Support Specialist - On Site Yogyakarta

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 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.