job description
Join Infinit-O as a Technical Support Specialist and become the go-to expert for our SaaS platform users. In this dynamic role, youâll provide first-level technical support, troubleshoot issues, and deliver exceptional customer service to clients worldwideâall while enjoying the flexibility of a hybrid setup from Bali.
As a bridge between our customers and development team, youâll leverage your expertise in HTML, JavaScript, and SaaS applications to resolve technical queries, guide users through complex workflows, and ensure seamless product adoption. Your ability to communicate clearly and solve problems efficiently will directly impact customer satisfaction and retention.
This is a full-time opportunity for a detail-oriented professional who thrives in a fast-paced, collaborative environment. If youâre passionate about technology and love helping others succeed, weâd love to hear from you!
Responsibility
- Provide timely and expert technical support to SaaS users via email, chat, and phone.
- Diagnose and resolve HTML, JavaScript, and application-related issues with precision.
- Document troubleshooting steps and solutions in our knowledge base for future reference.
- Collaborate with development and product teams to escalate and resolve complex technical problems.
- Guide customers through onboarding, setup, and best practices for optimal platform usage.
- Monitor and track support tickets to ensure SLA compliance and customer satisfaction.
- Proactively identify recurring issues and suggest process improvements to enhance user experience.
- Stay updated on product updates and new features to provide accurate, up-to-date support.
Qualifications
- Minimum 2+ years of experience in technical support, preferably for SaaS products.
- Strong knowledge of HTML, CSS, and JavaScript (debugging and basic scripting).
- Familiarity with APIs, RESTful services, and web technologies is a plus.
- Excellent written and verbal communication skills in English.
- Proven ability to explain technical concepts to non-technical users.
- Experience with ticketing systems (e.g., Zendesk, Freshdesk) and CRM tools.
- Self-motivated, problem-solving mindset, and a passion for customer success.
- Ability to work independently and collaboratively in a remote/hybrid setting.