Product Support Executive Jobs

As a Product Support Executive based in Indonesia, you will play a critical role in driving the success of our products in the Indonesian market. You will be responsible for managing the product lifecycle, from ideation to launch, and post-launch optimization. This position involves understanding the company's products, troubleshooting customer issues, and delivering excellent customer service. You will work closely with the sales and global product teams to ensure customer satisfaction and product success in the Indonesian market.

Responsibilities

1.Provide product support: Respond to customer inquiries, issues, and complaints regarding the product via phone, email, or other communication channels. Troubleshoot technical problems and provide timely solutions to ensure customer satisfaction.

2.Customer training: Conduct product training sessions for customers, both remotely and on-site when required. Educate customers on product features, best practices, and usage guidelines to maximize their satisfaction and product adoption.

3.Product knowledge: Develop a deep understanding of the company's products and their functionalities. Stay updated on product updates, features, and technical specifications. Maintain expertise in the company's product portfolio and effectively communicate product information to customers.

4.Troubleshooting: Analyse and diagnose product issues reported by customers. Collaborate with the product team to resolve complex problems and escalate issues when necessary. Document troubleshooting steps and create knowledge base articles for future reference.

5.Customer relationship management: Build strong relationships with customers, understanding their needs and requirements. Act as a trusted advisor, offering guidance and recommendations to customers based on their unique situations and goals.

6.Collaboration: Collaborate with cross-functional teams, including sales, engineering, and marketing, to address customer needs effectively. Provide feedback and insights from customers to the relevant teams to enhance product development and customer experience.

7.Documentation: Maintain accurate records of customer interactions, inquiries, and resolutions. Prepare reports summarizing customer feedback, issues, and trends to identify areas for improvement.

Qualifications

1. Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology) or equivalent practical experience.
2. Proven experience in a product support or customer service role, preferably in the product industry.
3. Strong aptitude with the ability to troubleshoot and resolve software or hardware issues.
4. Excellent communication skills, both verbal and written, in Indonesian and English.
5. Customer-focused mindset with a passion for delivering exceptional customer service.
6. Strong problem-solving and analytical skills, with the ability to think creatively and adapt to different customer scenarios.
7. Ability to work independently and in a team-oriented environment.
8. Availability to travel for on-site customer support or training sessions.
9. Fluency in Bahasa and English (is a plus)