Support Specialist

2 weeks ago

Jakarta, Indonesia Liven Full time

**Join the revolution in hospitality tech**

**Liven** is a leading global data, technology, and customer experience provider for the hospitality industry. From humble beginnings, we have grown to serve over 6,000 venues and millions of diners across Australia, the USA, and Southeast Asia, processing over 120 million transactions worth more than $3 billion (AUD) annually.

Our platform is designed to help hospitality businesses save more and work smarter by integrating all operational aspects—from ordering to back-of-house operations to payments. Our passion for hospitality drives us to continually innovate and enhance the industry with AI-enriched data insights and automated process management.

**Key Milestones**:

- ** Expansion**: Acquired OrderUp, Abacus, Zeemart, Copper and Nomnie forming Asia Pacific’s largest end-to-end group in hospitality technology.
- ** Global Reach**: Headquartered across major cities including Melbourne, Brisbane, Sydney, Singapore, Bali, Jakarta, New York, and India.

Join us in revolutionising hospitality with best-in-class software, services, and hardware to maximize profitability and operational efficiency.

**Here’s a quick glimpse of Liven**:

- You can visit Career
- You can visit LinkedIn
- You can Visit Blog
- Acquisition News

**About the role**

As a **Support Specialist**, you will be the frontline champion for delivering exceptional customer experiences. You’ll play a critical role in ensuring that our clients are delighted with Liven’s suite of products, services, and features across the Group. From resolving technical issues to answering questions and addressing concerns, you’ll be instrumental in shaping how our clients perceive and interact with us.

**What you'll do**
- Deliver timely, effective, and personalized technical support to clients, ensuring their satisfaction.
- Consistently go above and beyond in delivering outstanding service to meet and exceed client expectations.
- Proactively troubleshoot issues, document resolutions, and identify opportunities to refine internal processes for improved efficiency.
- Develop a thorough understanding of Liven’s product features and capabilities across the Group.
- Accurately log, track, and follow up on client issues through ticketing systems, ensuring timely resolution and clear client communication.
- Handle incoming calls and inquiries with professionalism and empathy, keeping clients informed every step of the way.
- Update and maintain all client communication records in the CRM system.
- Actively participate in internal training programs to enhance knowledge and skills across the product lines.
- Contribute to other support-related duties to ensure seamless operations and client satisfaction.

**Key Relationships**
- Onboarding Team, Liven Group’s cross-department teams.
- Direct clients, third-party support partners.

**Qualifications**
- 2-5 years in support, client management, or a related field.
- Exceptional verbal and written communication skills in English.
- Passionate about delivering outstanding customer service.
- Strong ability to analyze issues and implement effective solutions.
- roven ability to work well within a team-oriented environment.
- Comfortable navigating and utilizing customer support tools and systems.
- Thrives in a dynamic, fast-paced environment with the ability to handle changing priorities.
- Precise in documenting client interactions and ensuring accuracy in all communications.
- Able to understand and address client concerns with care while maintaining professionalism.

**Good to Have**
- Proficiency in additional languages, especially those relevant to our client base.
- Familiarity with platforms such as Salesforce, Zendesk, or HubSpot.
- Basic understanding of software or IT systems to aid in troubleshooting.
- Prior experience working in a fast-paced startup environment.
- Skills or certifications in resolving customer conflicts effectively.

**What We Offer**

At Liven, we are committed to fostering a supportive and innovative environment where you can grow your career. As a part of our team, you’ll have access to exciting opportunities for professional development, impactful projects, and a chance to make a difference in the lives of our clients.

**Join us in shaping the future of exceptional customer experiences

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