Technical Solutions Specialist - CrescoData｜Meet.jobs

Why CrescoData

Headquartered in Singapore CrescoData is a Platform-as-a-Service business in the commerce space. The CrescoData Commerce Connect Platform is a Leading Enterprise Integration, Automation and Mapping Middleware Platform. Headquartered in Singapore, CrescoData provides commerce-in-the-cloud services to leading enterprise customers across the globe. 

Culture is something that is really important to us at CrescoData. You’ll be joining a friendly, inclusive team that values people, growth, development and fun! We regularly run weekly company initiatives like fitness bootcamps, team building days, monthly awards for going above and beyond and team events to reward hard work and a great attitude. Expect to join a unique market leading Singapore company with a global culture and mindset. 

Why You Matter

An exceptional Technical Solutions Specialist with a passion for technology. You love working with a range of customers and understand the importance of being the face of a company.
You enjoy the ability to translate technical or differing terminology into a consistent message internally. As such, you see the power of being the liaison between technical and non-technical contacts, both internally and externally.
With a deep understanding of the available tools and features, you break down complex problems into the best possible changes and fixes to address those.
You enjoy the ability to break down multiple layers of communication into the underlying problem and translate this into the required changes.

Who You Are

You have worked with a range of technologies and gained an in-depth understanding of what is feasible, how to support it and what configurations scale best, can be supported easiest and can be understood by a range of users.
You have worked with internal and external stakeholders, to extract their requirements from occasionally high-level requirements.
You have an ability to conceptualize and understand complex data-flows into easy-to-digest diagrams.
You enjoy being proactive and not reactive, whilst solving customer issues in real-time visibility and finding smarter ways to manage those issues
You understand that managing customer expectations is key and to be successful requires your skills into many diverse areas such as coaching, process improvement, collaboration, technical acuity, data analysis, and support tools and channels, to name a few. 
You have a desire to gain an in-depth understanding of the eCommerce and Cloud ecosystem, a desire to work with a wide range of customers as well as across The CrescoData business. 

*What You'll Do *

First point of contact for customer issues and feedback
Be the public face for CrescoData
Subject matter expert on The CrescoData Platform data mapping and data flows

Supports customers with on-going real-time support issues
Education: Understands data-flows on a high level and has the ability to communicate those internally as well as externally
Able to reduce support requests by training customers on how the data flow and CrescoData Platform works
Escalation: identifies issues. Translate these issues to remove noise and extract the required changes and or issues
Escalates issues to marketplace support team 
Creates tickets to brief dev team
Pro-active Support: feeds back errors to customers
Identifies on-going issues or common requests
Raises internally to identify areas for change in:
Process or development of support services
Product + platform development
Sales and marketing
Customer success requirements 
Relationship building
Develops relationships with marketplace support team to enable quick dispute resolution
Develops relationships with Customer’s Support + Product team to ensure they are educated on The CrescoData Platform and support process
Develops relationships internally within CrescoData to enable assistance with issues or tickets
Provides feedback to Head of Product and Head of Customer Success on required additional Product marketing collateral
Owns Support Tools
Updating Support FAQs
Updating Support Portal
Jira helpdesk
Customer support Slack channels
Service updates or marketplace 
Reports + Policies
Reports into Head of Customer Success
Accountable for ensuring Ensure SLAs are met for support issues
Owns the metrics for Support, provides Monthly Reports and analysis to Head of Customer Success
Participates in Monthly or Quarterly Customer meetings with Head of Customer Success with the aim to review and reduce support tickets

*Skills + Qualifications *

Comes from a technical background (understanding of cloud architecture, eCommerce systems and integrated solutions a plus)
Understanding or or experience of working in a Support team
Understanding of data formats (JSON, XML, YAML)
Master of Excel
Outstanding communication skills 
Analytical and logical problem solving skills
Strong interest in technology and a genuine interest in finding the root cause of the problem
Enthusiasm and readiness to grow as a person
Able to keep calm under pressure whilst showing high levels of empathy and emotional intelligence
An understanding of eCommerce Software is a plus or experience of working in a SaaS business 
Tech enthusiasts - You have a major in Computer Science or Information Technology
Must be willing to work in a fast-paced environment with a proactive attitude
Open-mindedness - think fast, unassisted and without a script

Tools
Internal Product tools - CrescoData Management Portal 
Jira / Atlassian
Knowledge base
Documentation tools