job description
Join Global Digital Niaga as a Senior Product Support Specialist in our dynamic B2B Business Unit, based in the vibrant hub of Bali, Indonesia. In this pivotal role, you will drive the success of our enterprise solutions by delivering exceptional support, fostering long-term client relationships, and ensuring seamless service delivery to business clients.
As part of our mission to empower businesses through cutting-edge digital solutions, you will collaborate with cross-functional teams to address complex client needs, optimize product performance, and contribute to the growth of our B2B portfolio. This is a unique opportunity to leverage your expertise in client support, technical troubleshooting, and business development while working in a fast-paced, innovative environment.
If you are a proactive problem-solver with a passion for customer success and a track record in B2B support or account management, we invite you to apply and help shape the future of digital business solutions in Southeast Asia.
Responsibility
- Serve as the primary point of contact for B2B clients, providing timely and professional support for product-related inquiries, technical issues, and service requests.
- Collaborate with sales, product, and engineering teams to resolve complex client challenges and ensure alignment with business objectives.
- Develop and maintain detailed documentation of client interactions, troubleshooting steps, and solutions to improve knowledge sharing and efficiency.
- Proactively identify client needs and pain points, proposing tailored solutions to enhance satisfaction and retention.
- Conduct product training sessions and workshops for clients to maximize adoption and usage of our digital solutions.
- Monitor and analyze product performance metrics, providing insights to internal teams for continuous improvement.
- Manage escalations and high-priority issues with urgency, ensuring minimal disruption to client operations.
- Contribute to the development of B2B support strategies and best practices to scale our service offerings.
Qualifications
- Bachelor’s degree in Business Administration, Information Technology, or a related field; advanced degrees are a plus.
- Minimum 5 years of experience in B2B support, account management, or customer success, preferably in the digital or tech industry.
- Proven ability to manage multiple client accounts with a focus on long-term relationship building.
- Strong technical aptitude with the ability to troubleshoot software/hardware issues and communicate solutions clearly.
- Excellent communication and interpersonal skills, with fluency in English (additional languages are a plus).
- Experience with CRM systems (e.g., Salesforce, HubSpot) and support ticketing tools (e.g., Zendesk, Jira).
- Analytical mindset with the ability to interpret data and generate actionable insights.
- Self-motivated, detail-oriented, and able to thrive in a fast-paced, collaborative environment.