Support Specialist ID

Liven PTY Ltd; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading hospitality tech provider is seeking a Support Specialist to enhance global customer experience in Jakarta. The role involves delivering effective support via multiple channels, troubleshooting issues, and collaborating with various teams. The ideal candidate should exhibit strong technical communication skills, problem-solving abilities, and proficiency with CRM platforms. Join a dynamic, AI-first organization that prioritizes innovation and exceptional customer service.

Qualifications

• Ability to explain technical concepts clearly to non-technical users.
• Hands-on knowledge of computer networking, including IP configurations.
• Collaborative mindset, able to work across diverse teams.

Responsibilities

• Deliver effective support via phone, email, and chat.
• Troubleshoot and resolve issues related to software and hardware.
• Collaborate with other teams to resolve escalated issues.
• Track and manage support tickets using CRM platforms.

Skills

Fluent in English

Technical communication

CRM software proficiency

Computer networking knowledge

Problem-solving skills

Attention to detail

Tools

Salesforce

Zendesk

HubSpot

Job description

Join the revolution in hospitality tech!

Liven is a leading global data, technology, and customer experience provider for the hospitality industry. From humble beginnings, we have grown to serve over 6,000 venues and millions of diners across Australia, the USA, and Southeast Asia, processing over 120 million transactions worth more than $3 billion (AUD) annually.

At Liven, our platform is built to help hospitality businesses save more and work smarter by seamlessly integrating every aspect of their operations — from ordering and payments to back-of-house management.

Driven by a deep passion for the hospitality industry, we continuously innovate to elevate the experience for both venues and their guests. Our solutions are powered by AI-enriched insights and automated workflows, enabling smarter decision‑making and smoother operations at scale.

We’re proud to be an AI‑first organisation. By automating repetitive tasks, we free up space for our teams—and our customers—to focus on what truly matters: solving complex problems, delighting guests, and driving meaningful growth.

Key Milestones:

• Global Reach: From Melbourne to New York, Singapore to Jakarta, and all the way to Chennai, our presence spans major cities across the globe.

If you're someone who thrives on creativity, bold thinking, and using technology to make things better, faster, and smarter — you’ll feel right at home here.

About the role

As a Support Specialist at Liven, you will play a critical role in shaping our global customer experience strategy. As the frontline contact for clients across Australia, Southeast Asia, and the US, you’ll ensure they get the most out of Liven’s product suite — from POS and digital ordering to CRM, inventory, and loyalty solutions.

Your ability to troubleshoot efficiently, communicate clearly, and manage diverse customer needs directly protects revenue, strengthens client relationships, and contributes to Liven’s product evolution. If you’re passionate about solving problems, delivering exceptional service, and supporting customers in fast‑paced, cross‑time‑zone environments, this role is for you.

What you'll do

• Deliver fast, friendly, and effective support via phone, email, and chat to Liven’s global customer base
• Troubleshoot and resolve a wide range of issues, including software, networking, hardware, reporting, refunds, and customer data
• Ensure clients can fully utilise Liven’s product suite—protecting revenue and minimising operational downtime
• Log, track, and manage support tickets using CRM and support platforms
• Collaborate closely with Onboarding, Product, and Engineering teams to resolve escalated or complex issues
• Provide clear, empathetic communication that strengthens brand trust and customer loyalty
• Identify recurring issues and contribute to process improvements that reduce future support load
• Maintain accurate internal documentation and customer interaction records
• Continuously build product expertise to deliver increasingly effective solutions
• Handle inbound inquiries, follow‑up tasks, and other support responsibilities as needed

Qualifications

• Fluent in English (spoken and written)
• Ability to explain technical concepts clearly and empathetically to non‑technical users
• Proficiency with CRM/support platforms (e.g., Salesforce, Zendesk, HubSpot)
• Familiarity with SaaS platforms and POS systems
• Hands‑on knowledge of computer networking (routers, IP configurations, diagnostics)
• Basic understanding of IT troubleshooting, APIs, and system integrations
• Strong communication, multitasking, and organisational skills
• Problem‑solving and analytical thinking with strong attention to detail
• Ability to stay calm and effective under pressure in fast‑paced environments
• Collaborative mindset, able to work across diverse teams and time zones
• High empathy and professionalism in customer interactions

Good to Have

• Additional languages relevant to Liven’s global operations
• Certifications in conflict resolution, customer success, or support operations
• Experience in a startup or high‑growth tech environment
• Familiarity with more advanced IT troubleshooting or integration concepts