Technical Customer Support Specialist

Agridence Pte Ltd; Jakarta Pusat; A distancia; IDR 78.120.000 - 133.920.000; Jornada completa

Descripción de la vacante

Agridence Pte Ltd is seeking a Customer Support Specialist to own how clients get help when something does not work. You will run the help desk, triage issues, troubleshoot API integrations, and ensure clear, reproducible tickets reach engineering for fixes.

This hands-on role shapes support operations—prioritisation, response times and recurring problem fixes—and requires coordinating with clients across Europe and Asia in a remote, distributed team.

Formación

• 2-4 years of experience in technical or application support for a B2B software product.
• Hands-on experience with Jira or a similar ticketing tool.
• REST API troubleshooting: HTTP status codes, JSON and authentication errors.
• Bug reports that engineers can act on without follow-up.
• Clear written communication, explaining technical issues simply.
• Overlap with Europe/Asia work hours.
• Basic SQL.
• API testing tools such as Postman.
• Experience with HubSpot or similar help desk platform.
• Exposure to supply chain, traceability or compliance software.
• Track record of meeting KPIs like first-response time, resolution time and CSAT.
• Warm, confident writer; builds client rapport.
• Comfort in remote, distributed team across time zones.
• No agriculture/regulation background needed; domain taught.

Responsabilidades

• Run the help desk and triage and track client issues to resolution.
• Troubleshoot to root cause: data, configuration, or product problems.
• Diagnose client API integrations; test connections and error codes.
• Escalate with clear Jira tickets and follow through with clients.
• Build a knowledge base from recurring issues.
• Feed the product team with patterns from support.
• Meet SLAs: first response, resolution, and CSAT targets.
• Verify fixes in production before closing tickets.
• Keep clients informed with status, timelines and outcomes.
• Log root cause and actions in HubSpot/Jira.
• Collaborate with Customer Success; join daily stand-ups.

Herramientas

Jira

HubSpot

Postman

Descripción del empleo

Agridence builds software that helps agri-commodity supply chains trade with trust. Buyers, traders and processors of rubber, palm oil, cocoa and coffee use our platform for traceability and compliance, turning regulation such as the EU Deforestation Regulation (EUDR) into practical, day-to-day product. We work from Singapore and the UK with clients across Europe and Asia.

The opportunity

We are looking for a Customer Support Specialist to own how our clients get help when something does not work. You will run our help desk, get to the root of client issues, troubleshoot client API integrations, and make sure that anything needing a fix reaches our engineers as a clear, reproducible ticket.

This is a hands-on role with real ownership. You will shape how support works here: how issues are prioritised, how fast clients hear back, and how recurring problems get fixed for good rather than answered again and again.

What you will do

Run the help desk. Triage, prioritise and track every client issue through to resolution.

Troubleshoot to root cause. Work out whether an issue is a data, configuration or product problem, and resolve what can be fixed without code.

Diagnose client API integrations. Test and debug client connections to our platform, reading requests, responses and error codes to find what went wrong.

Escalate cleanly. Write Jira tickets our engineers can act on straight away and follow them through with the client via email or calls.

Build the knowledge base. Turn recurring issues into clear guides for clients and colleagues.

Feed the product. Share patterns from support with our product teams so the biggest pain points get fixed.

Meet our service levels. Hit the first-response, resolution and CSAT targets set for the support team, and make sure every ticket is resolved or escalated within the timeframe for its priority.

Confirm fixes before closing. Check that a fix works in production before you tell the client it’s resolved. No ticket gets closed on an assumption.

Keep clients informed. Update clients on ticket status, timelines and outcomes before they have to ask.

Log everything. Record root cause, actions taken and next steps on the ticket in HubSpot and Jira. If it isn’t logged, it didn’t happen.

Able to work in European timezone

Client contact: Most support happens through our help desk and email. You’ll also join client calls when an issue is easier to solve live, or when there’s an update to walk a client through. You’ll work closely with the Customer Success team on client updates and join daily stand-ups to stay aligned on open issues, priorities and account context.

What you will bring:

Must-haves

2-4 years of experience in technical or application support for a B2B software product.

Hands-on experience with Jira or a similar ticketing tool.

Practical REST API troubleshooting: HTTP status codes, JSON and authentication errors.

Bug reports that an engineer can act on without a follow-up conversation.

Clear written communication, including explaining technical issues in plain terms.

Comfort working hours that overlap with clients in Europe and Asia.

Basic SQL.

API testing tools such as Postman.

Experience with HubSpot or a similar help desk platform.

Exposure to supply chain, traceability or compliance software.

A track record of working to support KPIs such as first-response time, resolution time and CSAT.

A warm, confident writer. You communicate warmly and confidently, whether on a call or over email. You build rapport with clients quickly, and people enjoy working with you.

At ease in a remote, distributed team. You stay aligned and build trust across time zones and cultures without sharing an office.

You do not need any background in agriculture or regulation. We will teach you the domain.