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Technical Support Specialist

4 weeks ago

Jakarta, Indonesia Lokalise Full time

**A tech scale-up with big plans**

Founded in 2017, Lokalise has hired 200+ people across 41 countries (and counting), raised $50m of series B funding, and brought on-board customers such as Revolut, Miro, Starbucks, and Mastercard to name but a few.

Not bad, eh?

**What we do**

Businesses like Hyundai use our localisation platform to bring developers, designers and translators together in one virtual workspace. They use our platform to translate and localise content so it can be delivered across the web, apps, documents and even games to customers in their native languages.

Simply put: companies that localize can connect with over 8 billion people on the planet.

**We're hiring for**:
We are looking for a **Technical Customer Support Specialist **to ensure our customers receive the best service and all problems are resolved quickly and efficiently.

**You will**:

- Communicate with and assist customers from around the world, answering questions regarding our services via the web support chat (Intercom)
- Provide excellent customer support by identifying customer needs and dealing with tasks independently
- Ensure that conversations are managed and prioritized in an orderly manner
- Prioritize incoming cases and escalating them further if it is required

**You should have**:

- Experience in IT product or service remote support (1st or 2nd line)
- Ability to explain complicated matters using simple words
- Outstanding emotional intelligence - you know how to actively listen, you can easily communicate with people, convey ideas clearly, and establish quality relationships with others
- Fluent written English skills

**And be**:

- Located in South Korea, Singapore, Philippines or Indonesia
- A critical thinker with good troubleshooting skills
- A positive, self-starter with a resilient attitude
- A team player

**It will be can advantage if you have**:

- Previous experience in the localization industry
- Previous experience providing live chat support

**The work environment**:
The team currently consists of 12 Technical Support Experts with Dmitry being the manager. It is a global team and the members come from all around the world. For instance, there are people from Brazil, Canada, Germany, India, Indonesia, Latvia, Mexico, Morocco, Philippines, Poland, Spain, and Ukraine.

We use the different time zones of each member to our advantage and avoid working in shifts. This means having a normal work schedule as well as enjoying our weekends.

As Lokalise is a rather complex product, every new case is different, and you won't fall into a monotonous workflow.

The team engages frequently with stakeholders from Engineering, Product, and CSM. In these cases, we value respectful interactions in which we can learn from each other, rather than plain issue reporting.

Speaking of values, transparency is key to our company's success, and we hold regular update meetings. This, of course, includes sharing our support cases within the team and asking for help if needed. We believe that every member has a strength that can benefit the team's success as a whole.

**Our offer**:

- Competitive salary and employee stock options plan
- Learning & Development program
- Flexible working hours
- Unlimited vacation policy
- Health insurance
- Wellness benefits
- Comprehensive parental leave
- Coworking budget
- Top-notch tech equipment to work with
- Great startup atmosphere, team spirit, and team events

LI-MM1 #LI-remote