Support Specialist

5 days ago

Tangerang, Banten, Indonesia Liven Full time

About the role

As a
Support Specialist (Mandarin-Speaking)
at Liven, you'll be on the frontline of customer experience — providing fast, friendly, and effective support to ensure our clients maximise the value of our products. Whether it's resolving a technical issue, answering questions, or guiding users through features, your role is vital to client satisfaction and retention.

This role requires fluency in both
English and Mandarin
, along with experience supporting international customers across different time zones. If you thrive in fast-paced environments and are passionate about helping customers succeed, we'd love to meet you.

What you'll do

  • Deliver world-class support via email, chat, and phone to Liven's global clients
  • Resolve technical issues promptly and communicate solutions clearly
  • Log, track, and manage support tickets in systems like Salesforce, Zendesk, or HubSpot
  • Collaborate closely with Onboarding, Product, and Engineering teams to resolve complex client issues
  • Identify recurring problems and contribute ideas for improving support processes
  • Maintain accurate and thorough documentation of all customer interactions
  • Support Chinese-speaking customers as needed, translating or localising responses where applicable

Qualifications

  • 2–8 years in customer support, technical support, or client services
  • Fluent in both English and Mandarin
    (spoken and written) –
    Required
  • Experience supporting international clients, especially in AU, US, or EU markets
  • Strong troubleshooting and problem-solving skills
  • Proficient with support tools like Salesforce, Zendesk, HubSpot, or similar
  • Excellent communication, multitasking, and organisational skills
  • Ability to work effectively under pressure in a fast-paced environment

Good to Have

  • Experience with POS systems, SaaS platforms, or hospitality tech
  • Familiarity with basic IT troubleshooting or APIs
  • Startup or high-growth tech environment experience
  • Certifications or training in customer success or conflict resolution
  • Additional language proficiency to support global customers

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