Senior Technical Support Specialist (SaaS | B2B | English)

About SleekFlow

Join SleekFlow, a thriving SaaS startup experiencing rapid growth globally thanks to the support of renowned investors like Alibaba Entrepreneurs Fund and Tiger Global. Our mission is to develop the next generation of Conversational AI, empowering customer interactions across all channelsfrom messaging to voiceand enhancing business workflows and processes.

You will have the opportunity to thrive alongside the company through equity options. If you&aposre ready to take your career to the next level and assume a larger role, we look forward to meeting you!

At SleekFlow, we have developed an all-in-one Omnichannel Conversation AI Suite that drives conversions through conversations. Our platform seamlessly integrates with popular channels such as WhatsApp, Messenger, Instagram, WeChat, Email, and more, providing comprehensive communication solutions. With our AI customer engagement platform, enterprises can automate growth by enhancing productivity across their sales, marketing, and support teams.

As we aggressively expand into emerging markets, we seek adventurous, diverse, and passionate individuals to join us on this exciting journey. Join our team and grow your career with SleekFlow!

Associate Level

Location: Jakarta, Indonesia

Prior Experience in SaaS/ Software Industry is preferred

Role

As a Senior Technical Support Specialist at SleekFlow, you will play a pivotal role in supporting both pre-sales and post-sales activities. Collaborating closely with our Technical Sales Engineer, as well as sales and customer success teams, you will ensure seamless customer experiences by understanding customer needs, resolving technical challenges, and facilitating product adoption. In this role, youll contribute to both securing new customers and supporting existing ones. Additionally, youll have opportunities for professional growth by working with senior mentors, honing your technical expertise, and driving overall customer satisfaction.

As we aggressively expand into emerging markets, we seek adventurous, diverse, and passionate individuals to join us on this exciting journey. Join our team and grow your career with SleekFlow!

Responsibilities

• Act as the first point of contact for pre-sales and post-sales inquiries, troubleshooting product-related issues, and providing step-by-step guidance on product features and best practices.
• Collaborate with the senior technical team during pre-sales and post-sales activities to ensure customer requirements are met.
• Assist with implementing basic integrations or technical configurations based on customer needs.
• Escalate complex technical issues to senior team members and collaborate to find effective solutions.
• Work with senior mentors to develop a strong understanding of our products, integrations, and technical capabilities.
• Maintain and update technical documentation, guides, and tutorials to support customers in understanding our products.
• Provide clear and timely communication to customers, ensuring a positive support experience.
• Gather feedback from customers to identify common issues or feature requests and share insights with the product team.

Qualifications

• Diploma, degree, or equivalent experience in IT, Computer Science, or a related field.
• Basic understanding of software products, cloud technologies, and integrations.
• Familiarity with troubleshooting tools and processes.
• Proactive and solution-oriented mindset to explore different tools and platforms that tackle issues
• Strong problem-solving skills and a willingness to learn and grow in a technical role.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts in a simple manner.
• A proactive and customer-focused attitude with a strong sense of responsibility.
• Experience in working with iPaaS platforms like Zapier or Make.com and APIs.
• Ability to work effectively in a team environment and collaborate with cross-functional teams.

What We Offer

• Attractive compensation package including a 13th-month salary
• Stock options in a rapidly growing startup
• A fun, diverse, and international team culture
• Comprehensive group medical insurance
• Transport allowance
• Examination & education allowance
• Paid birthday leave
• Flexible work-from-home policy
• Work From Anywhere scheme
• Rewarding continuous learning from experienced team leads
• Mentorship and guidance from experienced technical professionals.
• Many more exciting perks and growth opportunities!

Confidence can sometimes hold us back from applying for a job. But we&aposll let you in on a secret: there&aposs no such thing as a &aposperfect&apos candidate.

SleekFlow is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come to work every day.