IT Customer Service Specialist

COMPANY DESCRIPTION

Established in 2006, PT. INOSOFT TRANS SISTEM is a Surabaya-based software development company specializing in supply chain management and enterprise solutions.

We build software that supports complex B2B operations—from inventory and logistics to asset movement and field usage—for global clients across industries such as steel, energy, and industrial services.

Our solutions support important day-to-day business operations, where responsive customer support, clear communication, and reliable issue handling are essential.

At Inosoft, we believe in more than just technology—we believe in people. Our culture is built on integrity, collaboration, continuous learning, and innovation, enabling our teams to grow while delivering meaningful impact to customers worldwide.

ROLE OVERVIEW

We are looking for an experienced IT Customer Service Specialist to become a primary point of contact for our overseas enterprise customers.

In this role, you will help customers with questions, concerns, service requests, and issues related to our software. You will communicate regularly with customers, understand and clarify their concerns, perform initial checks, and coordinate with our internal teams when further investigation is required.

A major part of this role is communication. You should be comfortable speaking and writing in English, explaining situations clearly, listening carefully to customers, and remaining calm and professional when handling urgent or challenging situations.

You do not need to be a Developer or solve every technical issue yourself. However, you should be comfortable learning how software works, gathering the right information, performing basic initial troubleshooting, and communicating issues clearly to Project Managers, Developers, and QA Engineers.

Your daily work will primarily involve customer communication through email and Microsoft Teams, managing support tickets in Jira, coordinating issue resolution with internal teams, maintaining basic documentation in Confluence, and supporting Master Data Management (MDM) activities when required.

This position is ideal for someone who:

• Enjoys communicating with and helping customers.
• Can listen carefully and explain things clearly.
• Remains calm and professional under pressure.
• Takes ownership and follows issues through to resolution.
• Enjoys solving problems and coordinating with different teams.
•  Is interested in learning enterprise software and complex B2B business processes. 

This is a full-time, fully remote position with a permanent night shift schedule from 8:00 PM to 5:00 AM WIB, supporting our overseas customers.

KEY RESPONSIBILITIES

• Communicate directly with overseas customers via email, Microsoft Teams, support portal, and online meetings. 
• Respond professionally to customer inquiries, incidents, complaints, and service requests. 
• Listen carefully, ask the right questions, and gather complete information to understand customer issues. 
• Perform initial checks before escalating issues to Project Managers, Developers, or QA Engineers. 
• Create, update, prioritize, and follow up customer support tickets in Jira. 
• Monitor ticket progress and ensure customers receive clear and timely updates until resolution. 
• Understand the urgency and business impact of customer issues and escalate critical issues appropriately. 
• Communicate system-related information in a clear and customer-friendly manner. 
• Maintain accurate support records and basic documentation in Jira and Confluence. 
• Support Master Data Management (MDM) activities when required. 
• Identify recurring customer issues and share improvement opportunities with internal teams. 
• Continuously learn Inosoft's products, systems, and business processes. 

QUALIFICATIONS

• Bachelor's Degree in any discipline; an IT-related educational background is an advantage. 
• Minimum 3 years of experience in Customer Service, Customer Support, Client Support, IT Customer Service, or similar customer-facing roles. 
• Experience in a software, technology, SaaS, B2B, ERP, or enterprise application environment is highly preferred. 
• Excellent spoken and written English for regular communication with overseas customers. 
• Strong customer handling, listening, communication, and problem-solving skills. 
• Comfortable communicating directly with customers through email, chat, and online meetings. 
• Familiar with ticketing systems such as Jira, Zendesk, Freshdesk, ServiceNow, or similar tools. 
• Understanding of ticket prioritization, SLA, follow-up, and escalation processes. 
• Able to perform basic initial troubleshooting and gather relevant information before escalating issues. 
• Comfortable working and coordinating with Project Managers, Developers, QA Engineers, and other technical teams. 
• Familiarity with Confluence and exposure to MDM are advantages. 
• Detail-oriented, organized, proactive, and able to manage multiple customer issues. 
• Able to remain calm and professional when handling urgent issues or difficult customers. 
• Strong sense of ownership and willingness to follow issues through to resolution. 
• Comfortable working independently in a fully remote environment. 
• Willing and able to work permanently from 8:00 PM to 5:00 AM WIB. 

JOIN US

If you're passionate about helping customers succeed, solving software-related challenges, and working closely with technical teams to deliver outstanding enterprise customer support, we'd love to meet you