Customer Service Specialist

Persyaratan Umum

Deskripsi Pekerjaan

COMPANY DESCRIPTION Established in 2006, PT Inosoft Trans Sistem is a Surabaya-based software development company specializing in supply chain management and enterprise solutions for global clients. We build software that supports complex B2B operations across industries such as steel, energy, and industrial services. At Inosoft, we value integrity, collaboration, continuous learning, and people who take ownership of their work. ROLE OVERVIEW We are looking for an experienced IT Customer Service Specialist to support our overseas customers and become one of their primary points of contact. You will communicate directly with customers, understand and clarify their issues, perform initial checks, manage support tickets in Jira, and coordinate with Project Managers, Developers, and QA Engineers when further investigation is required. This is a customer-facing role, so strong spoken and written English, clear communication, calmness, and good problem-solving skills are essential. You do not need to be a Developer or solve every technical issue yourself. However, you should be comfortable learning software products, understanding customer issues, performing basic initial troubleshooting, and communicating relevant information clearly to technical teams. This is a full-time, fully remote position with a permanent night shift from 8:00 PM to 5:00 AM WIB. KEY RESPONSIBILITIES Communicate directly with overseas customers via email, Microsoft Teams, support portal, and online meetings. Respond professionally to customer inquiries, incidents, complaints, and service requests. Listen carefully, ask the right questions, and gather complete information to understand customer issues. Perform initial checks before escalating issues to Project Managers, Developers, or QA Engineers. Create, update, prioritize, and follow up customer support tickets in Jira. Monitor ticket progress and ensure customers receive clear and timely updates until resolution. Understand the urgency and business impact of customer issues and escalate critical issues appropriately. Communicate system-related information in a clear and customer-friendly manner. Maintain accurate support records and basic documentation in Jira and Confluence. Support Master Data Management (MDM) activities when required. Identify recurring customer issues and share improvement opportunities with internal teams. Continuously learn Inosoft's products, systems, and business processes. QUALIFICATIONS Bachelor's Degree in any discipline; an IT-related educational background is an advantage. Minimum 3 years of experience in Customer Service, Customer Support, Client Support, IT Customer Service, or similar customer-facing roles. Experience in a software, technology, SaaS, B2B, ERP, or enterprise application environment is highly preferred. Excellent spoken and written English for regular communication with overseas customers. Strong customer handling, listening, communication, and problem-solving skills. Comfortable communicating directly with customers through email, chat, and online meetings. Familiar with ticketing systems such as Jira, Zendesk, Freshdesk, ServiceNow, or similar tools. Understanding of ticket prioritization, SLA, follow-up, and escalation processes. Able to perform basic initial troubleshooting and gather relevant information before escalating issues. Comfortable working and coordinating with Project Managers, Developers, QA Engineers, and other technical teams. Familiarity with Confluence and exposure to MDM are advantages. Detail-oriented, organized, proactive, and able to manage multiple customer issues. Able to remain calm and professional when handling urgent issues or difficult customers. Strong sense of ownership and willingness to follow issues through to resolution. Comfortable working independently in a fully remote environment. Willing and able to work from 8:00 PM to 5:00 AM WIB. JOIN US If you enjoy helping customers, solving problems, and working with technical teams in a software environment, we'd love to meet you. Send your CV to hrd@inosoftweb.com

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