Customer Solutions Engineer

2 weeks ago

Singapore Sapaad Pte. Ltd Full time

REMOTE
- Customer Service
- Singapore

**WHO WE ARE**

Driven by a team of passionate developers and designers, Sapaad is constantly innovating, introducing cutting-edge features that reshape the industry. Headquartered in Singapore, with offices across five countries, Sapaad is backed by technology veterans with deep expertise in web, mobility, and e commerce, making it a key player in the tech landscape.

**PURPOSE**

The Customer Solutions Engineer is a product ambassador, an educator, and a customer ‘growth hacker’; he or she will have the opportunity to provide consultation, webinars, and even produce articles on the usage of the product. The Customer Solutions Engineer is the product’s ‘first face’ to the world and is the ‘voice of the customer’ within the company; he or she represents our products in the best possible light to help build brand ambassadors and loyalty and improves customer retention.

**THE OPPORTUNITY**

We’re looking for dynamic, creative people who’ll get this opportunity to work in an exciting product-based software company. You must have a passion for web & mobile technology and a belief that great user-experience is the secret of all great products. You will join a team of exceptional creators working in a fast-paced environment that delivers and supports world-class software.

This is a great opportunity to be a part of and develop an understanding of an exciting bleeding-edge industry (SaaS), to hone your communication skills, and work with an awesome, passionate team that’s building a global, rapidly-growing product.

**KEY ROLES AND RESPONSIBILITIES**
- Develop a total understanding of Sapaad’s software products.
- Record and take ownership user issues (raise tickets) and take full ownership of closing those issues, including engaging with engineering teams by providing detailed reports on issues and root causes. _You are the ‘customer’s spokesperson’ within the organization._
- Respond to user’s issues in clear, concise, and friendly language. Written responses must be grammatically correct and professional.
- Be a part of our customer training and education programs to teach customers on how best to use the software.
- Help onboard and deploy the software at the customer’s business.
- Provide remote and on-site support where required, escalating issues to the development team and coordinating to have them closed.
- Make our users happy and convert them to brand ambassadors.

**SKILLS REQUIRED**
- Excellent communication skills in English
- Great people skills; remember, you are the first face of the company.
- Tenacity and patience and empathy to solve problems.
- Ownership and availability — the desire to ensure that you’re always there for our users.
- 1-2 years experience in engaging with customers and supporting them.

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