Tax Application Support

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

Remote Customer Support Specialist - SaaS Applications

About the Role

Our client, a fast-growing provider of Software-as-a-Service (SaaS) solutions, is seeking a detail-oriented and customer-focused Remote Customer Support Specialist. This fully remote role involves providing essential technical assistance and user guidance for our client's innovative software applications. You will be instrumental in ensuring clients can effectively utilize our platform, resolve inquiries, and achieve their business objectives. This position requires strong communication skills, technical aptitude, and a genuine passion for helping users succeed. As part of a global, distributed team, you'll contribute to a positive customer experience from the comfort of your home, serving clients across various industries, including those in the Semarang area.

Key Responsibilities

• Respond to customer inquiries regarding SaaS application functionality, usage, and troubleshooting via email, chat, and phone.
• Diagnose and resolve technical issues, providing clear, step-by-step solutions.
• Assist users with onboarding, configuration, and best practices for using the application.
• Document customer interactions, issues, and resolutions accurately in the support system.
• Escalate complex or critical issues to senior support or development teams with comprehensive details.
• Contribute to the development of the knowledge base by creating and updating FAQs and support articles.
• Gather feedback from customers to help improve the product and support processes.
• Maintain a high standard of customer satisfaction and service quality.

Requirements

• Previous experience in customer support, technical support, or a similar client-facing role, preferably with SaaS products.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Familiarity with web-based applications and CRM/support ticketing systems.
• Ability to work independently, manage workload effectively, and meet deadlines in a remote setting.
• High school diploma or equivalent required; Associate's or Bachelor's degree is a plus.
• Patience, empathy, and a customer-first attitude.
• Technical aptitude and a willingness to learn about new software solutions.

Benefits

• This remote position offers a competitive salary, comprehensive health benefits, paid time off, and ample opportunities for professional development. Our client provides a supportive and collaborative work environment, even in a remote capacity, and equips employees with the necessary tools to succeed. Join a dynamic team that is revolutionizing the SaaS industry and enjoy the flexibility of a truly remote career. This is a great opportunity for individuals in or near Semarang looking for a flexible, rewarding role.