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.

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.

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.

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 status :
PKWTT / Permanent Employee

Work arrangement:
100% On-Site / Work From Office

Device arrangement:
BYOD (Bring Your Own Device)

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.