Customer Support Engineer

At Evooq, we are building an ecosystem of solutions that combine data, technology and investment expertise.

Wealth and asset managers use our solutions to rapidly identify investment opportunities, make informed decisions and manage the risk and the lifecycle of the investments.

Due to our continued success of signing new clients onto our innovative wealth management ecosystem, we are hiring for a passionate customer focused support Engineer. You'll be the first point of contact within our high performing support team to provide end to end support and resolve L1 and L2 support tickets. This is a fast paced environment that will need you to be adaptable and be able to learn quickly.

This is a permanent position based in our Singapore office. You MUST already be based in Singapore.

**What you'll do as a Customer Support Engineer**:

- Get an in-depth understanding of our products in order to provide end-to-end support to clients.
- Serve as the primary point of contact within a support team for clients by providing accurate, efficient first-level and second-level client support.
- Resolve incoming inquiries via our support portal in our ticketing tool Zendesk.
- Handle clients' requests, solve them yourself or distribute them according to the need of various teams. Act as a liaison with internal stakeholders (Engineering, Account Managers, Product owners...)
- Provide comprehensive information to 2nd and 3rd support teams for ticket resolution and always ensure that the client receives a timely and professional response.
- Assist clients with getting the most of our products to drive adoption and retention.
- Monitor product usage and provide clients and colleagues with in-depth analysis and insights.
- Collaborate with partners and providers and perform regular checks to ensure data quality.
- Challenge the way we do things and help us to constantly improve our service.
- Share proactively your knowledge by writing end-users and internal documentation.
- Assist with the support processes and platform's ongoing improvement.

**What you need as a Customer Support Engineer**:

- Strong interest in financial services and products.
- Excellent communication skills and a genuine desire to help clients in a friendly, empathetic and patient manner.
- Solution-oriented mindset, with the ability to process and resolve issues quickly.
- Being responsible and proactive in performing daily tasks as well as in tackling new issues.
- Being autonomous, analytical and paying attention to details.
- Eager to learn.
- Basic command of Microsoft Excel and SQL/Database. Some knowledge of programming languages, JIRA, and ticketing tool are a plus.
- Excellent written and verbal communication skills in English and French, German is a plus.
- Be able to manage your own time while being a team player.
- Be curious and motivated to gain a deep understanding of how our products work.

**Why Us**:

- Flat hierarchy and open communication
- Flexible working hours and open working culture
- Location close to the train station and the city center
- Budget for hardware of your choice
- Fast-growing startup environment
- Competitive salary
- Friendly, international and highly experienced team
- See more in our Culture Guide

**About us**

Evooq is a global provider of technology-driven solutions for wealth and asset managers. We aim to radically simplify the investment process and make investments more accessible and more understandable for professional investors and their clients.

Our clients include some of the world’s largest banks, as well as wealth management companies and pension funds across Europe and Asia.

We have offices in Switzerland and Singapore.