job description
Join Acquire Intelligence as a Technical Support Representative and become a key player in delivering exceptional customer success for our SaaS clients. Based in the vibrant tech hubs of Bali, you'll work in a dynamic, fast-paced environment where your technical expertise and problem-solving skills will directly impact client satisfaction and business growth.
This role is perfect for tech-savvy professionals with a passion for customer service and a knack for troubleshooting. You'll collaborate with cross-functional teams to ensure seamless onboarding, training, and ongoing support for our global client base. If you thrive in high-impact roles and enjoy solving complex technical challenges, this is your opportunity to grow with a leading SaaS company in Southeast Asia.
Why Apply?
- Work in Bali's thriving tech community with a flexible, remote-friendly culture.
- Competitive salary and benefits tailored to the Indonesian market.
- Opportunities for career advancement in technical support, customer success, or SaaS operations.
- Engage with cutting-edge SaaS products and innovative technologies.
Responsibility
- Provide first-level technical support to SaaS clients via email, chat, and phone, ensuring timely resolution of issues.
- Conduct product training sessions for new and existing clients to maximize adoption and satisfaction.
- Troubleshoot technical issues, including software bugs, integration challenges, and user errors.
- Collaborate with the development team to escalate and track complex technical problems.
- Maintain detailed documentation of support processes, FAQs, and troubleshooting guides.
- Monitor client health metrics and proactively address potential issues before they escalate.
- Assist in onboarding new clients, ensuring smooth setup and configuration of SaaS solutions.
- Gather and relay client feedback to improve product features and user experience.
Qualifications
- Minimum 6+ months of experience in technical support, customer service, or a related field.
- Strong understanding of SaaS platforms and cloud-based applications.
- Excellent communication skills in English (written and verbal).
- Proficient in troubleshooting technical issues and explaining solutions in simple terms.
- Familiarity with CRM systems, helpdesk software (e.g., Zendesk, Freshdesk), and remote support tools.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Basic knowledge of HTML, CSS, or API integrations is a plus.
- Customer-focused mindset with a passion for problem-solving and continuous learning.