Support Advocate

  • Tradeshift
  • Kuala Lumpur Malaysia
  • Oct 25, 2017
Full time Information Technology

Job Description

Founded in 2010, Tradeshift is the world’s largest business commerce platform that connects buyers and sellers. Tradeshift connects over 1.5 million companies across 190 countries, processes over half a trillion USD in transaction value yearly, and has a marketplace containing 28 million SKUs. It offers solutions for procure to pay, supplier engagement and financial services, and enables companies and partners to build custom or commercial apps on its business commerce platform. Tradeshift is headquartered in San Francisco, with offices in Copenhagen, New York, London, Paris, Stockholm, Munich, Suzhou, Chongqing, Tokyo, Sydney, Bucharest and now Kuala Lumpur!   Our Technical Support Engineers are core to Tradeshift's process and work closely with our customers, their suppliers, and cross functionally throughout our organization to achieve success for our users.  You will work side by side with some of the biggest brands in the world, integrating their supplier networks and acting as the primary point of communication.  If you are looking to make an impact in a role that is fast paced, mentally challenging with huge growth potential, this is the place for you.   The Support Team: We’re the team that’s on the ground, making sure all of our users are getting everything they can out of the Tradeshift platform. We are looking for people that are inherently curious, know how to build relationships, manage projects, architect and deliver technical implementations and are ready do what is needed to ensure our users are enabled to succeed.   We believe in empowerment and ownership by every member of our team. Each individual is autonomous, but expected to be present in the interest of our users and the platform. The scope of the support team starts at the initial engagement of the product and extends through the life cycle of every account. You will bridge the communication gap cross functionationaly within Tradeshift and do what is needed daily to keep our users alive and engaged.

 

What you will be doing:

    • You will join our amazing Global Support Team
    • Ensure that our users have a wonderful support experience when 
dealing with Tradeshift
    • Take part in Tradeshift support events and help develop our community of users and customers
    • First time resolution
    • Phone / Live support of our customers
    • Working with international customers
    • Be part of the change & release management process delivering new services to our customers
    • Assist in design, configuration and transition activities in an agile software development environment
    • Be part of a team working within the service & incident/problem management process
    • Document solutions and processes, train internal staff in our applications

About you:

    • 1-2+ years experience in enterprise or SaaS support organizations
    • Educational background in a technical field - IT or engineering
    • Strong prioritization and collaboration skills
    • Highly data-driven mindset and passion for analytics
    • Excellent communication and presentation skills, highly refined interpersonal skills
    • Keep cool in stressful situations
    • Good analytical skills and a structured way of working
    • Capability of taking own initiatives, working independently
    • Some experience within customer or IT support, from either a large IT service provider, or other technical environment (Ideal but not required)                                                                                      
    • Good knowledge in following areas: Network protocols, TCP/IP, http, SSL/TLS, FTP. Web services and web applications. XML.
    • ITIL v3.0 understanding / certification considered an advantage
    • Mandatory fluency in:  English (other languages a plus!)
    • Availability to work on a rotational shift system (coverage 24/5)

 

Culture & Perks: Tradeshift is a very special place. What makes and keeps us special is our people and how we work together. Our culture was formed from day one when three Danes poured their heart and 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 and passion and embody the Tradeshift culture that makes us the best company in history.