Support Specialist ID

5 days ago

Jakarta, Jakarta, Indonesia Liven Full time 60,000,000 - 100,000,000 per year

About the role

As a Support Specialist at Liven, you will play a critical role in shaping our global customer experience strategy. As the frontline contact for clients across Australia, Southeast Asia, and the US, you'll ensure they get the most out of Liven's product suite — from POS and digital ordering to CRM, inventory, and loyalty solutions.

Your ability to troubleshoot efficiently, communicate clearly, and manage diverse customer needs directly protects revenue, strengthens client relationships, and contributes to Liven's product evolution. If you're passionate about solving problems, delivering exceptional service, and supporting customers in fast-paced, cross-time-zone environments, this role is for you.


What you'll do

  • Deliver fast, friendly, and effective support via phone, email, and chat to Liven's global customer base
  • Troubleshoot and resolve a wide range of issues, including software, networking, hardware, reporting, refunds, and customer data
  • Ensure clients can fully utilise Liven's product suite — protecting revenue and minimising operational downtime
  • Log, track, and manage support tickets using CRM and support platforms
  • Collaborate closely with Onboarding, Product, and Engineering teams to resolve escalated or complex issues
  • Provide clear, empathetic communication that strengthens brand trust and customer loyalty
  • Identify recurring issues and contribute to process improvements that reduce future support load
  • Maintain accurate internal documentation and customer interaction records
  • Continuously build product expertise to deliver increasingly effective solutions
  • Handle inbound inquiries, follow-up tasks, and other support responsibilities as needed

Qualifications

  • Fluent in English (spoken and written)
  • Ability to explain technical concepts clearly and empathetically to non-technical users
  • Proficiency with CRM/support platforms (e.g., Salesforce, Zendesk, HubSpot)
  • Familiarity with SaaS platforms and POS systems
  • Hands-on knowledge of computer networking (routers, IP configurations, diagnostics)
  • Basic understanding of IT troubleshooting, APIs, and system integrations
  • Strong communication, multitasking, and organisational skills
  • Problem-solving and analytical thinking with strong attention to detail
  • Ability to stay calm and effective under pressure in fast-paced environments
  • Collaborative mindset, able to work across diverse teams and time zones
  • High empathy and professionalism in customer interactions

Good to Have

  • Additional languages relevant to Liven's global operations
  • Certifications in conflict resolution, customer success, or support operations
  • Experience in a startup or high-growth tech environment
  • Familiarity with more advanced IT troubleshooting or integration concepts

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