Customer Support Specialist | Night Shift (HCMC, Jakarta)

Job Summary: The Customer Support Specialist serves as both a technical consultant and support expert, partnering closely with clients to understand their unique use cases and help them get the most out of the Orange Logic platform. This role is equal parts trusted consultant, problem-solver, client advocate, and technical guide - helping clients navigate challenges, optimize workflows, and maximize value from our solutions. You’ll be the frontline resource for client issues, ensuring expert-level assistance, timely resolutions, and a seamless support experience, while collaborating with internal teams to continuously enhance service delivery and client satisfaction.

Essential Functions:

• Serve as a primary point of contact and trusted consultant for clients seeking assistance with software issues, usage questions, or system optimization
• Diagnose, troubleshoot, and resolve software-related challenges in client environments, escalating complex issues as needed
• Deliver white-glove support, building trust and confidence with clients by providing accurate, helpful, and timely solutions
• Conduct proactive client outreach to ensure satisfaction, adoption, and engagement with new features or workflows
• Partner with clients to translate business needs into technical workflows, offering best-practice recommendations
• Document client interactions, solutions, and product feedback for use in knowledge bases and internal product discussions
• Identify and advocate for enhancements and usability improvements based on recurring client pain points or feedback
• Collaborate with Implementation Specialists, Product, and Engineering teams to ensure seamless handoffs and unified client experiences
• Lead or assist with client training sessions focused on software functionality, workflow customization, or new releases
• Continuously refine support processes to improve responsiveness, efficiency, and customer satisfaction.

• A Bachelor’s Degree or related experience.
• Experience implementing enterprise software.
• Proficient with G-Suite or related software.
• Excellent verbal and written communication skills in English.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Positive attitude, with a genuine enthusiasm for proactively solving problems.
• Technically curious and eager to understand how complex systems work.
• Excellent time management skills with a proven ability to meet deadlines and manage several concurrent projects simultaneously.
• Analytical thinker who can translate complex business needs into feasible solutions.

Department: Sales

Reports to: Customer Support Team Lead

Working time: 11:00 pm - 8:00 am Jakarta time.