Technical Support Engineer
- Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
- Department: Customer Support
Have you ever worked for a company that actually wanted you to bring your whole self to work every single day?
Tradeshift is a unicorn in the fintech industry. We are disrupting a typically stagnant environment by connecting companies of all sizes and providing them with the platform and network needed to create value from old processes like procurement, invoicing, payments, and workflow. We recognize that business is both messy and social - two revelations that have driven the development of Tradeshift, a platform for all your business interactions.
We’re the Product Support team that’s on the ground, making sure all of our users are getting everything they can out of the Tradeshift platform. We are looking for people that are inherently curious, know how to build relationships, and are ready to do what is needed to ensure our users are enabled to succeed.
We believe in empowerment and ownership by every member of our team. Each individual is autonomous but expected to be present in the interest of our users and the platform. The scope of the customer support team starts at the initial engagement of the product and extends through the life cycle of every account, and the challenges they will face. You will bridge the communication gap
cross-functionality within Tradeshift and do what is needed daily to keep our users alive and engaged.
What a day is like:
Provide training and act as a subject matter expert in the local Advanced Operation Support team and coordinate the communication and knowledge transfer with other departments and pears.
Engage in escalation calls with customers and allocate resources efficiently to drive excellent customer satisfaction , including post-resolution cause analysis
Mentor team to take complex problems and break the problems down into well-organized, logical, and detailed components to facilitate problem-solving.
Ensure quality of case handling, paying particular attention to communication, timely responses, and specific care for sensitive customers
Provide regular performance feedback and education to the team using one on ones, daily stand-ups, and ad hoc syncs as needed.
You will become a product expert within your team, every feature, every update, every customer, you know them all.
Monitor the customer experience of every customer account on Tradeshift and ensure they can access and fully utilize the platform at all times.
Continuously find ways to improve and streamline the support function and user experience
You’re perfect for this role if you:
Min 2+year as integration engineer or technical support
Min 3+ years experience in SaaS-based customer account/operations support
Cool and calm under pressure in a transactional environment
Good trainer with a passion for sharing knowledge and empowering others to succeed
Strong prioritization and collaboration skills
Highly data-driven mindset and a passion for analytics
Excellent communication and presentation skills, highly refined interpersonal skills
Experience with document formats CSV, XML, EDI, or any other type of document business standards
Bachelor's degree in Business, Operations, MIS or Computer Science (preferred, but not required)
Our office in Kuala Lumpur offers employees daily catered meals, as well as a great work/life balance, allowing them to work from home when necessary. You’ll also have the opportunity to step up and troubleshoot, while coming up with your own solutions to problems.
Our culture began day one when three Danes poured their brains, heart, and guts into creating a platform that could connect every business in the world. We expect each employee to approach their work with the same amount of pride and passion. One day you might find us having a ping pong match in the middle of the work day, and then you’ll find us handing off projects to colleagues in different time zones so we can continue progress around the clock.
TradeShifters come from various backgrounds and nations, and we all thrive off challenging the status quo. We take pride in nurturing employee happiness, encouraging personal development, and welcoming teammates from all walks of life.
We value diversity and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Why you might like working here:
- You love autonomy and the freedom to get your work done how you want
- You like sharing your opinions and feeling like they matter
- You want to work for a company that requires you to bring your whole self to work every day: brains, heart, and guts.
- Fixed Transport & Communication Allowance
- Daily lunch and snacks provided by the company
- Extensive medical insurance coverage
- Optical and Dental benefits