Company Description|Job Description
Tradeshift is disrupting a stale e-invoicing, procure to pay, & financial solutions market. We are connecting companies of all sizes & providing them with the platform & network needed to create value from old processes like procurement, invoicing, payments, & workflow. Tradeshift is redefining an enterprise space that has seen little change in many years. We recognize that business is messy & business is social. Understanding these two facts drives the development of Tradeshift - a platform for all your business interactions.
About The Role
Tradeshift is seeking a Technical Support Engineer to be based in our Kuala Lumpur Office. This role will drive online acquisition & adoption of the Tradeshift platform by our customer's entire supplier base. This role will work cross functionally with our Product, Delivery & Customer facing teams.
What you will be doing:
Work in a global team of technical support engineers, collaborating with colleagues on multiple timezones.
Troubleshoot, test, make sure that Sellers operating on the Tradeshift platform have access to best-in-class support services.
Use the available tools to investigate customer cases raised in our ticketing system(investigations regarding API calls, databases, web traffic logs, various XML formatted business documents).
Coordinate with the local Team Leader of Advanced Operational Support, as well as fellow technical support engineers to ensure the experience & performance of the global team is consistent & meeting their KPIs.
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 & ensure they can access & fully utilize the platform at all times.
Continuously find ways to improve & streamline the support function & user experience.
1+ years experience in SaaS based customer account/operations support
Cool & calm under pressure in a transactional environment
Team player, be there for your colleagues as they will sure be there for you
Strong prioritization & collaboration skills
Highly data-driven mindset & a passion for analytics
Experience with document formats CSV, XML, EDI or any other type of document business standards
Technical awareness on transfer protocols & the tools associated(sFTP/FTP, Filezilla)
Exposure to API troubleshooting tools(such as Postman or similar)
Familiarity with databases (preferably MySQL)
Bachelor's degree in Business, Operations, MIS or Computer Science (preferred, but not required)
Excellent communication & presentation skills, highly refined interpersonal skills
Business level control of the English language, be able to clearly communicate with internal & external stakeholders. Any other foreign language is considered an advantage.
Our culture was formed from day one when three Danes poured their heart & soul into creating a platform that could connect every business in the world. We expect each employee to approach their job at Tradeshift with the same amount of pride & passion & embody the Tradeshift culture that makes us the best company in history.
Shifters come from various backgrounds & nations, & we all thrive off challenging the status quo. We take pride in nurturing employee happiness, encouraging personal development, & welcoming teammates from all walks of life.
We value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- Fixed Transport & Communication Allowance
- Daily lunch & snacks provided by the company
- Extensive medical insurance coverage
- Optical & Dental benefits