Customer Support Executive - Feedme POS Sdn. Bhd.

Join Feedme POS Sdn. Bhd., a leading innovator in point-of-sale solutions, as a Customer Support Executive in the vibrant heart of Bali. This is your opportunity to make a real impact from day one by delivering exceptional service to our global clientele. In this role, you'll be the first point of contact for our customers, handling inquiries, troubleshooting issues, and ensuring their experience with our software is seamless. With a team of 50+ professionals and a presence in 5 countries, Feedme POS is at the forefront of the digital transformation in the restaurant industry.

As a Customer Support Executive, you'll use tools like Zendesk, Slack, and our proprietary POS system to manage customer interactions efficiently. You'll work closely with our development team to gather feedback and report issues, directly contributing to the continuous improvement of our products. This role offers a unique blend of technical support and customer service, with opportunities to grow into more specialized roles within the company.

📋 Tanggung Jawab Pekerjaan

• Provide first-line technical support to customers using our POS system, ensuring minimal downtime and maximum satisfaction.
• Troubleshoot and resolve software and hardware issues reported by customers, documenting each step for future reference.
• Assist customers with setup, configuration, and training of our POS software, ensuring they maximize its potential.
• Collaborate with the development team to identify and report bugs, providing detailed descriptions and reproduction steps.
• Handle customer inquiries and complaints professionally, maintaining a high level of customer satisfaction.
• Participate in knowledge-sharing sessions and training programs to stay updated on the latest features and best practices.
• Monitor and analyze customer support metrics to identify areas for improvement and implement solutions.
• Work closely with the sales team to ensure a smooth transition of new customers onto our platform.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum 2 years of experience in customer support or a related role, preferably in a technical or software support environment.
• Strong understanding of POS systems and restaurant management software.
• Excellent communication and interpersonal skills, with the ability to handle multiple customers simultaneously.
• Proficiency in English, both written and spoken, is a must. Knowledge of Bahasa Indonesia is a plus.
• Familiarity with customer relationship management (CRM) tools and ticketing systems like Zendesk is a strong advantage.
• Ability to work independently and as part of a team in a fast-paced environment.
• Willingness to travel to customer sites and work outside of regular business hours when necessary.

🛠️ Keahlian

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