Customer Experience jobs in Malaysia

Location: London(One day a week in the office in London W11)

Duration:Maternity Cover Contract

Summary

Our client is a multi-award-winning international customer experience tech company. Their software can seamlessly integrate into a client's technology stack and can increase sales conversions by 40%, achieve a reduction in transaction times and vastly improve the customer experience net promoter score.

As the Technical Solutions Engineer, you will be responsible for understanding the client's needs, documenting the requirements and designing tailored technical solutions fit for purpose. We need someone who understands software as a service implementation, has an analytical and technical mind, and understands Restful APIs and rules engines. We also need someone who has the capability and desire to work in a technical product support role.

The Technical Solutions Engineer will also be expected to support the wider customer implementation, for example, troubleshooting, solution design, testing, customer education and post-implementation support.

This role could suit a Developer who wants to be more business solution-focused, someone early in their application support career with a technical background OR an experienced implementations consultant/engineer with a technical background. Future opportunities could include a move into QA, Product, Cor ustomer Experience.

Remuneration package

• Maternity cover contract
• 25 days annual leave (+ 8 bank holidays)
• 5 days of unpaid leave can be taken
• Cycle to work scheme
• Life Assurance (x4)
• Pension Scheme

Responsibilities

• Acting as the primary technical point of contact during project implementations.
• Build and maintain strong relationships with customers, ensuring their technical needs are met.
• Understanding and gathering customer requirements.
• Implementing tailored SaaS solutions to meet customer needs.
• Identify opportunities for improving implementation processes and customer workflows.
• Support testing cycles, diagnose and resolve technical challenges encountered during the implementation phase.
• Manage frequent configuration deployments during pre-scheduled change windows, with weekly releases outside customers' business hours.
• Develop and maintain comprehensive technical documentation for solutions and best practices.
• Develop strong relationships with key internal stakeholders, particularly Sales, Product, Engineering and Support.

Experience Needed

• Proven experience in a customer-facing technical solutions or implementations role.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders.
• Excellent problem-solving skills and ability to troubleshoot technical issues.

Nice to Have's

• Familiarity with cloud platforms and cloud application architecture. Understand REST as an architecture for developing integration services.
• Second language proficiency (French most preferable)
• Worked for a start-up/scale-up software SaaS business

Company details

Our client is a tech company that has been recognised in the Deloitte Fast 50 and the Sunday Times Hiscox Tech Track 100. They have been shortlisted for awards in the Best Use of Technology and Best Innovation in Customer Service.

This company will give the Technical Services Engineer a chance to work in enterprise software and work with international customers in Wales, London, Germany, Israel and the United States. The company value their workforce and regularly hosts events, puts on lunches and partners with a leading family support charity.

We will be reviewing applications and interviewing candidates on an ongoing basis, and encourage you to submit your application early. We reserve the right to close this vacancy once a successful candidate is appointed. We may close this vacancy earlier than the deadline as applications are being reviewed regularly throughout the advertised period and interviews may take place for suitable candidates

For immediate consideration please send your CV today

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