Customer Solutions Engineer

REMOTE

Customer Service

Singapore United Arab Emirates

WHO WE ARE

Sapaad (http://www.sapaad.com) is a global leader in all-in-one unified commerce platforms, dedicated to delivering world-class software solutions. Its flagship product, Sapaad, has seen tremendous success in the last decade, with thousands of customers worldwide, and many more signing on.

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.

THE OPPORTUNITY

Sapaad builds world-class global products used by thousands of customers from diverse nations and cultures. The Customer Solutions Engineer is the bridge between our customers and our products—understanding customer requirements or issues and, empowered by strong product knowledge, proposing solutions via email, phone, live chat, or in person.

The Customer Solutions Engineer is part product ambassador, part educator, and part customer growth hacker. You’ll have the opportunity to lead consultations, host webinars, and create content that helps users get the most out of our products. As the product’s first face to the world and the voice of the customer within the company, you will help build brand loyalty, strengthen customer retention, and shape positive user experiences.

We’re looking for dynamic, creative individuals eager to work in an exciting, product-based software company. You must have a passion for web and mobile technologies and a firm belief that great user experience is the secret behind every great product. You’ll be part of a team of exceptional creators in a fast-paced environment, delivering and supporting world-class software.

KEY ROLES AND RESPONSIBILITIES

• Develop a thorough understanding of Sapaad’s software products.
• Engage with users over phone or email to gain a deep understanding of their issues and provide comprehensive, helpful solutions.
• Record and take ownership of user issues (raise tickets) and ensure their resolution, including collaborating with engineering teams by providing detailed reports on issues and root causes. You are the customer’s spokesperson within the organization.
• Respond to user issues in clear, concise, and friendly language. Written responses must be grammatically correct and professional.
• Participate in customer training and education programs to guide users on how to best utilize the software.
• Assist in onboarding and deploying the software at customer sites.
• Provide remote and on-site support as required, escalating issues to the development team and coordinating their resolution.
• Delight our users and turn them into 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.