Job Summary: The Customer Support Specialist serves as both a technical consultant and support expert, partnering closely with clients to understand their unique use cases and help them get the most out of the Orange Logic platform. This role is equal parts trusted consultant, problem-solver, client advocate, and technical guide - helping clients navigate challenges, optimize workflows, and maximize value from our solutions. You’ll be the frontline resource for client issues, ensuring expert-level assistance, timely resolutions, and a seamless support experience, while collaborating with internal teams to continuously enhance service delivery and client satisfaction.
Essential Functions:
- Serve as a primary point of contact and trusted consultant for clients seeking assistance with software issues, usage questions, or system optimization
- Diagnose, troubleshoot, and resolve software-related challenges in client environments, escalating complex issues as needed
- Deliver white-glove support, building trust and confidence with clients by providing accurate, helpful, and timely solutions
- Conduct proactive client outreach to ensure satisfaction, adoption, and engagement with new features or workflows
- Partner with clients to translate business needs into technical workflows, offering best-practice recommendations
- Document client interactions, solutions, and product feedback for use in knowledge bases and internal product discussions
- Identify and advocate for enhancements and usability improvements based on recurring client pain points or feedback
- Collaborate with Implementation Specialists, Product, and Engineering teams to ensure seamless handoffs and unified client experiences
- Lead or assist with client training sessions focused on software functionality, workflow customization, or new releases
- Continuously refine support processes to improve responsiveness, efficiency, and customer satisfaction.
Profiles
- A Bachelor’s Degree or related experience.
- Experience implementing enterprise software.
- Proficient with G-Suite or related software.
- Excellent verbal and written communication skills in English.
- Excellent interpersonal, negotiation, and conflict resolution skills.
- Positive attitude, with a genuine enthusiasm for proactively solving problems.
- Technically curious and eager to understand how complex systems work.
- Excellent time management skills with a proven ability to meet deadlines and manage several concurrent projects simultaneously.
- Analytical thinker who can translate complex business needs into feasible solutions.
Department: Sales
- Reports to: Customer Support Team Lead
BENEFITS
We are committed to providing our employees with a competitive benets scheme to support our employees to be healthy, happy and successful at work. Our benets are as follows:
- Paid Leave 18 days of paid leave per year.
- Paid leave amount will be prorated based on your start date.
- You are also eligible for public holidays.
- Religious Allowance (THR) 1 month's gross salary.
- Gym, Lunch allowance is provided as a lump sum of 1,800,000 IDR/month
- Birthday bonus is 1,600,000 IDR/year
- Additional Private Medical insurance cover is provided for employees.
- Company Trips & Team Building: We like to celebrate success and we organize both big and small trips for a chance to build relationships and enjoy time with your fellow colleagues based all over the world.
- Equipment Provision Subject to company policy and in consideration of the nature of your work, the company may decide to provide you with the necessary tools and equipment that allow you to be effective in your work.
Data Privacy Notice for Candidates in Vietnam:
By submitting your application, you acknowledge that you have read and understood OL Vietnam’s Privacy Policy. Any consent provided herein is explicit and voluntary.
Based on your consent, OL Vietnam will process your personal data for recruitment for the position you apply for, including evaluating your candidacy, communicating with you, and, where applicable, verifying relevant information as part of the selection process. If you would like OL Vietnam to consider you for future suitable roles, we will request your separate, explicit consent and you may withdraw consent at any time as described in the Privacy Policy. For details on how we handle your information, please refer to our Privacy Policy on OLVN Website. https://www.ol-vietnam.vn/privacy-policy
Please be aware:
Orange Logic only communicates with candidates through official @orangelogic.com email addresses or via LinkedIn from a verified Orange Logic Talent Acquisition employee listed under “Meet the Hiring Team.” We do not conduct interviews via text message or request payment or equipment purchases at any stage of the hiring process.
