Senior Technical Support & Customer Success (Indonesia)

EPOS; Jakarta Pusat; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

EPOS, a POS solutions provider, is seeking a Senior Customer Service Support Specialist (Indonesia) to be the frontline for POS software and hardware issues. You will resolve inquiries across channels, guide junior teammates, and collaborate with Ops, Tech, and external partners to ensure swift, high-quality outcomes.

You should be tech-savvy, calm under pressure, and fluent in English and Chinese to serve our diverse client base.

Qualifications

• 2–5 years of experience in customer service or contact center.
• Experience handling complex issues and escalations.
• Strong problem-solving and communication skills.

Responsibilities

• Handle complex customer issues, escalations, and technical cases
• Provide in-depth troubleshooting and resolution support
• Guide and support junior team members when required
• Manage case prioritization and escalation decisions
• Ensure high-quality responses and customer satisfaction
• Identify recurring issues and provide feedback for process improvement
• Work closely with Ops, Tech, and external partners

Skills

Customer service

Escalation handling

Communication

Tools

CRM / ticketing system

Job description

EPOS, a POS solutions provider, is seeking a Senior Customer Service Support Specialist (Indonesia) to be the frontline for POS software and hardware issues. You will resolve inquiries across channels, guide junior teammates, and collaborate with Ops, Tech, and external partners to ensure swift, high-quality outcomes.

You should be tech-savvy, calm under pressure, and fluent in English and Chinese to serve our diverse client base.