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IDR3,000,000 - 5,000,000/Month
Full-Time · Remote/WFH
Minimum Bachelor’s Degree
1 - 3 years of experience
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Job Requirements

Remote/WFH
1 - 3 years of experience
Minimum Bachelor’s Degree
Female only

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Skills

Job description for Customer Support at PT Global Inovasi Ventura

Customer Support Work Requirements
1. Core Skills and Experience
Technical Knowledge:
  • Familiarity with SaaS platforms, especially HR Management Systems.
  • Basic understanding of cloud technologies, APIs, and integrations.
  • Proficiency in troubleshooting technical issues related to the company's platform.
Soft Skills:
  • Strong communication skills (verbal and written) to explain complex ideas in simple terms.
  • Patience and empathy while dealing with customers.
  • Ability to handle irate or frustrated customers professionally.
Experience:
  • 1-3 years of experience in customer support roles, preferably in SaaS or tech-related fields.
  • Experience with CRM and ticketing tools (e.g., Zendesk, Freshdesk, or similar).
  • Multilingual capabilities especially in English
2. Key Responsibilities
Customer Interaction:
  • Respond promptly to customer queries via email, chat, and phone.
  • Provide accurate information about the HRM platform's features and functionality.
Problem Solving:
  • Troubleshoot customer issues and escalate unresolved problems to the technical team.
  • Document common issues and collaborate with the development team for system improvements.
Customer Education:
  • Assist in onboarding new clients and conducting product demos.
  • Create and update knowledge base articles, FAQs, and tutorials.
Performance Goals:
  • Achieve high customer satisfaction (CSAT) scores.
  • Meet key performance indicators (KPIs), such as response time and resolution time.
3. Tools and Technologies
  • Ticket Management: Zendesk, Freshdesk, or similar.
  • Collaboration: Slack, Microsoft Teams, or Google Workspace.
  • Knowledge Base: Notion, Confluence, or a dedicated CMS.
  • Productivity: Time tracking and reporting tools like Hubstaff or Trello.
4. Behavioral Traits
  • Customer-first mindset.
  • Willingness to learn about new technologies and updates to the HRM system.
  • Proactive in identifying and resolving potential issues.
  • Ability to work under pressure and manage multiple tasks efficiently.
5. Work Environment and Flexibility
  • Remote and/or hybrid work capability.
  • Availability to work in shifts if serving clients in multiple time zones.
  • Strong internet connection and necessary hardware setup for remote work.

About the company
PT Global Inovasi Ventura
11 - 50 employees
About Global Inovasi Ventura:
Global Inovasi Ventura is a start-up company based in Yogyakarta. We create solutions for the real problem faced by companies, and eliminate the problem by automating the company processes with our solution platform.
Our product is an HR systems which provides a solution to automate human resource process. And our second product is a digital form automation which provide solution to automate every process, transforming paper forms into digital forms.

Working in Global Inovasi Ventura
You can expand your skill or even get the chance to learn new skills as we also provide you with training that you need. We work like a family with the friendly, kind, and great coworkers.

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