Global B2B SaaS Product Support Specialist

Join Silverstreet as a Global B2B SaaS Product Support Specialist and become the trusted technical advisor for our enterprise clients. In this dynamic role, you’ll serve as the first point of contact for complex product inquiries, troubleshooting, and resolution. Located in the vibrant city of Canggu, Bali, you'll be part of a team that's shaping the future of B2B SaaS solutions. This is your chance to make a tangible impact while working with cutting-edge technology and a diverse, international team.

As a Global B2B SaaS Product Support Specialist, you'll be responsible for providing exceptional support to our enterprise clients. You'll work closely with our product team to ensure our clients are getting the most out of our SaaS platform. This role offers a unique opportunity to grow your career in a fast-paced, innovative environment. You'll have the chance to work on a variety of projects and gain exposure to different industries and technologies.

📋 Tanggung Jawab Pekerjaan

• Provide first-line support for enterprise clients, handling complex product inquiries and troubleshooting issues
• Work closely with the product team to identify and implement improvements to our SaaS platform
• Develop and maintain comprehensive knowledge base articles and FAQs
• Collaborate with cross-functional teams to ensure seamless integration of new features and updates
• Monitor and analyze support metrics to identify trends and areas for improvement
• Participate in on-call rotations to ensure 24/7 coverage for critical issues
• Provide training and guidance to internal teams on best practices for product support
• Stay up-to-date with industry trends and emerging technologies to proactively address client needs

🎓 Kualifikasi & Syarat

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 3-5 years of experience in technical support, customer service, or a related role
• Strong understanding of SaaS platforms and cloud-based technologies
• Excellent communication and problem-solving skills
• Proficiency in English, both written and spoken
• Familiarity with project management tools such as Jira, Asana, or Trello
• Experience with customer relationship management (CRM) systems like Salesforce or HubSpot
• Ability to work in a fast-paced, dynamic environment with a global team

🛠️ Keahlian

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