Customer Success Engineer

Are you a customer support champion who is passionate about bringing value to customers needs?

Do you believe you could enhance our customer experience to deliver delightful experiences? 

Do you believe you can be the voice of the customer and communicate customer feedback to the management team? 

If you're answering yes, you are the person we are looking for.

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