Customer Success Engineer Jakarta

Roles and Responsibilities:

• Interacting with customers using telephone, email, and chat services to resolve complex support and various other account management functions.
• Communicate complex technical topics in clearly understandable written and spoken English with customers over tickets, calls etc
• Troubleshoot and help solve inbound customer inquiries, while providing exceptional service experiences along the way.
• Become an expert on the Locus platform, and help educate customers on best practices.
• Investigate & escalate any critical issues to relevant stakeholders across the organisation
• Work closely with the Customer Success team to keep them informed of all important customer interactions
• Contribute to our Help Centre articles and curate existing content to ensure customers are aware and have access to self-serve content
• Analyze. You will analyze SLAs, response times and open tickets and apply your findings to develop an effective and workable framework for managing and improving customer support.
• Strategize. You will provide data and reporting of KPIs and trends on an ad-hoc, weekly, and monthly basis. You will develop and improve the phone/ticket processes to ensure free flowing resolution, escalation, and information within the organization
• Execute on team initiatives to improve internal processes and our customer experience as a whole.


Who would fit the role

• 2-4 years in a customer facing support business.
• Must be able to read, write, and speak English & Bahasa fluently
• Must have excellent knowledge of business writing, grammar and mechanics used in speaking and writing with customers and co-workers
• Demonstrable problem solving and troubleshooting skills, logical thought process.
• Good technical aptitude to ramp up on technical and business concepts.
• Good to have an understanding of SaaS products or the logistics tech industry.
• Should know how to work on Excel.
• Supporting clients 24/7, thus hours of work may vary
• Experience working with REST APIs is a plus
• Experience working with Freshdesk Ticketing is a plus