Technical Customer Advocate

Singapore, Central, Singapore
- Department
- Digital
- Job posted on
- Dec 16, 2024
- Employment type
- Permanent
- GoNetZero empowers clients worldwide to achieve their net-zero goals. As a global decarbonisation solution provider, it offers comprehensive end-to-end solutions through its digital platform and verified environmental attributes (EAs), including Renewable Energy Certificates and carbon credits. It is the carbon management business of Sembcorp Industries, a Singapore Stock Exchange-listed company.

GoNetZero’s suite of digital solutions includes Measure - which enables clients to begin their net-zero journey by assessing their organisations’ emissions; Manage - which allows clients to view, manage, and retire their EAs portfolio seamlessly on a single platform; and Perform - which helps clients maximise the output and lifespan of their renewable energy assets across multiple sites on a single dashboard. Additionally, GoNetZero provides custom solutions tailored to clients’ decarbonisation needs.

Since its launch in 2022, GoNetZero has supported over 80 clients globally through its established offices in Singapore, the UK, and Vietnam.

Our Technical Customer Advocate role is perfect for the intermediate-level software engineer who is looking to go beyond and leverage on his/her current skills with software engineering solutions, and take on a challenging customer centric, customer-oriented role.

**Key Responsibilities**
- Assist in user onboarding by helping new customers get started with the software, guiding them through the initial setup and feature usage.
- Provide ongoing support by offering continuous education to help customers maximize the value of the product.
- Build and maintain strong relationships with key customers to foster loyalty.
- Engage in regular check-ins with customers to gather feedback and assess their satisfaction with the product.
- Bridge communication between customers and the internal product and technology teams to ensure customer concerns are understood and prioritized.
- Develop and update user guides and troubleshooting resources to enable customer self-service.
- Oversee customer support tickets to ensure timely resolutions, escalating issues when necessary.
- Participate in the development of customer support policies and procedures to enhance service quality and efficiency.

**Required Skills & Experience**
- Strong fundamental software engineering skills with experience in Golang, Python programming language and REST API implementations
- Familiar with the use of docusaurus and another React/NextJS frontend stack
- Understand the foundations of builder design patterns and other SDK implementation patterns for client-side SDKs from Swagger code gen from REST APIs
- Ability to connect between customer problems and technical solution set; and articulate possible solutions to various stakeholders
- At Sembcorp, our shared corporate behaviours underpin all the work that we do in building a sustainable future:

- ** Institution-first Mindset** - Put the interest of the Group ahead of individual interests.
- ** Collaboration**:

- Deliver through collaborating across markets, businesses and functions.
- ** Accountability**:

- Hold team and self accountable to deliver on our commitments.
- Working Location: 30 Hill Street Singapore 179360