Product Support Engineer

This is a fully remote position, open to applicants in Indonesia.

📋 Description

• Deliver timely and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products.

• Professionally and courteously respond to customer questions, concerns, and complaints through various channels (phone, email, chat).

• Exhibit comprehensive knowledge of our products, features, functionalities, and technical specifications to assist customers effectively.

• Perform detailed investigations and analyses of customer-reported issues, identify root causes, and provide suitable solutions or workarounds.

• Work in collaboration with the technical team or escalate complex technical matters as necessary, ensuring prompt resolution and customer satisfaction.

• Record and manage support tickets using our ticketing system, ensuring accurate and detailed documentation of customer interactions and issue resolutions.

• Assist in the development and maintenance of product documentation, user guides, FAQs, and knowledge base articles to facilitate customer self-service support.

• Conduct remote product training sessions to educate customers on product features, best practices, and usage.

• Collaborate closely with cross-functional teams, including product development, onboarding, and sales, to relay customer feedback, identify improvement opportunities, and advocate for customer needs.

• Monitor and assess key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes.

• Continuously enhance knowledge and skills through self-learning, training programs, and certifications to remain current with product enhancements, industry trends, and new technologies.

⛳️ Requirements

• A minimum of 2–4 years of experience in Product Support, Customer Support, Technical Support, or similar support roles, with at least 1 year of experience in a Software/SaaS company.

• Strong technical support capabilities, including a basic understanding of API queries, integrations, automation, and routing flows.

• Exceptional verbal and written communication skills in English; proficiency in Bahasa Indonesia is preferred.

• Familiarity with help desk software and remote support tools.

• Must possess a solid understanding of CRM systems.

• Outstanding communication and problem-solving abilities.

• Capability to exhibit patience while managing complex queries and challenges.

• Ability to thrive in a fast-paced environment and multitask effectively.

• Willingness to work on shift schedules.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• Supportive and collaborative team environment.