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Sales
Support

Product Support Specialist

Sunartha Element

Employment

Full-Time

Knowledge

Technical

Requirements:

Experience:

  • Minimum of 2-3 years of experience in IT software product support or a related field.
  • Familiarity with providing first-contact customer support and handling escalations.

Skills:

  • Excellent verbal and written communication skills in Bahasa Indonesia and English.
  • Strong problem-solving and multitasking abilities.
  • Proficiency with ticketing systems, CRM tools, and remote support platforms.

Knowledge:

  • Understanding of business workflows and user requirements.
  • Familiarity with IT software products, ERP systems, or business management tools is highly advantageous.

 

What We Offer:

  • Competitive salary and benefits package.
  • A collaborative work environment that values growth and innovation.
  • Opportunities to work with cutting-edge technologies and industry-leading solutions.

 

How to Apply:

If you meet the qualifications and are excited about this opportunity, send your updated resume and a cover letter to careers@sunartha.co.id.

 

Be part of a team that empowers businesses through innovative solutions!

 

Responsibilities:

Position: Product Support Specialist

Location: Jakarta Office

Reports To: Project Manager

 

Overview

 

The Product Support Specialist will serve as the first point of contact (PIC) for customers seeking support for multiple Sunartha.co.id products. This role requires excellent communication skills, a deep understanding of business user needs, and a collaborative approach to escalating issues to Level 2 Support or the principal when necessary. The Product Support Specialist will work from the Jakarta office, ensuring prompt and effective support to maintain customer satisfaction.

 

Key Responsibilities

  1. Customer Support & Escalation:
  • Act as the primary contact for customers’ support inquiries across multiple Sunartha products.
  • Accurately document, classify, and prioritize customer issues in the support system.
  • Resolve Level 1 issues effectively and escalate unresolved or complex problems to Level 2 support or the principal.
  1. Customer Communication:
  • Provide timely and clear updates to customers about the status and resolution of their issues.
  • Ensure a professional and customer-centric approach in all interactions, building trust and rapport with business users.
  1. Product Knowledge:
  • Develop and maintain a comprehensive understanding of Sunartha’s product portfolio.
  • Keep updated on new product features, changes, and industry trends.
  1. Collaboration & Coordination:
  • Liaise with Level 2 support teams or the principal for escalated issues, ensuring smooth and efficient handover of cases.
  • Work closely with the Project Manager to ensure alignment on customer needs and feedback.
  1. Documentation & Reporting:
  • Maintain accurate and up-to-date records of customer interactions, solutions provided, and escalated issues.
  • Generate reports on common issues and customer feedback to inform product improvement efforts.
  1. Training & Continuous Improvement:
  • Participate in internal training sessions to enhance product knowledge and support skills.
  • Suggest improvements to support processes and tools based on firsthand customer experiences.
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