Customer Support Specialist

Customer Support Specialist

We are looking for a Customer Support Specialist to support users of an international SaaS product. This is not a script-based customer service role. You will communicate directly with customers, investigate issues, identify root causes, and work with internal teams to make sure problems are properly resolved.

Important Requirements

• Fluent spoken and written English is mandatory.
• This position is 100% on-site at our Dago office in Bandung. Remote or hybrid work is not available for this role.
• This is a BYOD (Bring Your Own Device) position. You must have a personal laptop suitable for work and comply with company IT and information-security requirements.
• Employment status: PKWTT (Perjanjian Kerja Waktu Tidak Tertentu) / Permanent Employment.

What You Will Do

Customer Support & Communication

• Handle customer inquiries through live chat, email, and other supported communication channels.
• Provide clear, accurate, and professional responses in English.
• Manage multiple customer conversations and support tickets efficiently.
• Communicate product updates, incidents, maintenance, and resolutions clearly to customers.
• Maintain a professional and customer-focused experience throughout the support process.

Issue Analysis & Resolution

• Understand customer issues and identify the underlying problem.
• Investigate and troubleshoot issues using a structured approach.
• Make sure issues are properly resolved before closing them.
• Escalate complex or high-impact cases with clear context, evidence, and findings.
• Follow up when necessary to ensure the customer receives a complete resolution.

Ticket Management & Operations

• Maintain accurate and well-documented support tickets.
• Manage multiple tickets and conversations according to priority.
• Follow company support procedures, escalation processes, and documentation standards.
• Keep records clear so other team members can understand the issue and actions taken.

Collaboration & Continuous Improvement

• Work closely with Product, QA, Engineering, and other internal teams to resolve customer issues.
• Identify recurring problems and share useful feedback with the relevant teams.
• Help improve support documentation, processes, and internal workflows.
• Contribute to improving the overall customer experience.

Requirements

• Minimum 1 year of experience in Customer Support, preferably in a SaaS, technology, software, or digital-product company.
• Fluent spoken and written English — mandatory.
• Strong communication and customer-service skills.
• Strong analytical and problem-solving ability.
• Able to investigate problems instead of relying only on scripts.
• Able to manage multiple conversations and tickets at the same time.
• Comfortable communicating with customers professionally through written and verbal channels.
• Good organization, documentation, and time-management skills.
• Able to stay calm and professional when handling difficult or urgent customer situations.
• Familiarity with customer-support or ticketing tools such as Intercom, Zendesk, Freshdesk, or similar platforms is an advantage.
• Willing and able to work fully on-site in Dago, Bandung.
• Must have a suitable personal laptop for the company's BYOD arrangement.

Employment Details

• Employment status: PKWTT / Permanent Employee
• Work arrangement: 100% On-Site / Work From Office
• Office location: Dago, Bandung, West Java
• Device arrangement: BYOD (Bring Your Own Device)
• Working schedule: Full-time, Monday–Friday
• Salary: Rp7,500,000–Rp11,000,000 gross per month, depending on experience and qualifications

Please apply only if you can work fully on-site in Dago, Bandung and are fluent in both spoken and written English.