customer support engineer (saas) - perm, central in Singapore

posted
contact
joey lam, randstad
job type
permanent
salary
S$ 5,000 - S$ 8,000 per year

job details

posted
location
singapore
specialism
information technology
job type
permanent
working hours
Full-Time
salary
S$ 5,000 - S$ 8,000 per year
experience
2 years
reference number
91M0155098_1620641179
contact
joey lam, randstad
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job description

about the company

My client is a US-based SaaS company which uses its own platform to manage, automate and optimize workflows and business processes, shaping the future of Intelligent Process Automation (IPA).



about the job

The Customer Support Engineer is responsible for providing outstanding technical support focused on the overall success of customers and partners. You will collect all relevant data required to effectively troubleshoot and understand how the customer is using our products. You will ensure that all Service Level Agreements are met, and that each customer has a positive experience with each contact.

technical support and product expertise

Using the company CRM, Phone or Chat, interact with external customers and partners to resolve all technical issues with products and environments where products are deployed. The role is required to use company and third-party training sites to grow knowledge and stay at the forefront of software technology stacks used by customers and become a subject matter expert.

customer engagement and ambassadorship

The customers must be the central focal point in all interactions, and the role will act as the voice of the customer in all interactions ensuring all defined SLA’s are adhered to ensure their continued success. In this role you must “know your customer”, be able to identify the customer’s technical ability, and customize messaging to ensure the customer has a clear understanding of what is being conveyed to them. The role will anticipate follow-up questions and provide additional documentation to proactively answer ancillary questions or future issues.

replications and knowledge base:

Use company virtual machines and tools to replicate complex customer scenarios, confirm whether behavior is unique to the company and document all results into defined department. On completion of all cases, the role will participate in knowledge base creation for internal and external consumption to reduce future in-bound case volume and same case issues.

team success:

Customer success starts with great teammate success. The role will take part in all team meetings sharing ideas and knowledge to grow the effectiveness of the overall global support department. The role must take equal ownership of periodic out of hours on call availability.

skills and experience required

  • Bachelor’s in computer science/Engineering or equivalent experience.
  • 1-5 years’ experience in a customer support role providing technical support in a SaaS organization

The product suite can be deployed across a range of environments and the experience required from the list below will be dependent on the product the role supports:

  • Microsoft certification in cloud technologies
  • Experience in administration of Microsoft SharePoint
  • Demonstrable experience in (HTML, CSS, REST, JAVA, .NET)
  • Knowledge of Microsoft web server and development products (i.e. Visual Studio, IIS and IIS plugins)
  • Experience in planning or setting up infrastructure - Active Directory, load balancing and packet capture analysis
  • Experience with salesforce as a user, power user or administrator
  • Prior experience supporting applications that integrate with Salesforce
  • SQL developer experience - understand stored procedure, database design
  • APEX or SF Certifications

To apply online please use the 'apply' function, alternatively you may contact Joey Lam at joey.lam(@)randstad.com.sg.
(EA: 94C3609/ R1879086).

skills

customer support, saas

qualification

no additional qualifications required

educational requirements

Associate Degree/Diploma