Overview
Customer Solutions Engineer Jobs in Riyadh at Sapaad
Title: Customer Solutions Engineer
Company: Sapaad
Location: Riyadh
PURPOSE
Sapaad builds world-class global products that are used by thousands of customers from different nations and cultures. The Customer Solutions Engineer is the bridge between our customers and our products; he or she understands the customer’s requirement or issues and, empowered by a sound knowledge of the software products, proposes solutions via email, telephone, live-chat, or in-person.
The Customer Solutions Engineer is a product ambassador, an educator, and a customer ‘growth hacker’; he or she will have the opportunity to provide consultation, webinars, and even produce articles on the usage of the product. The Customer Solutions Engineer is the product’s ‘first face’ to the world and is the ‘voice of the customer’ within the company; he or she represents our products in the best possible light to help build brand ambassadors and loyalty and improves customer retention.
THE OPPORTUNITY
We’re looking for dynamic, creative people who’ll get this opportunity to work in an exciting product-based software company. You must have a passion for web & mobile technology and a belief that great user-experience is the secret of all great products. You will join a team of exceptional creators working in a fast-paced environment that delivers and supports world-class software.
This is a great opportunity to be a part of and develop an understanding of an exciting bleeding-edge industry (SaaS), to hone your communication skills, and work with an awesome, passionate team that’s building a global, rapidly-growing product.
Sapaad (http://www.sapaad.com) is a global SaaS (Software As A Service) product company focused on crafting world class-software experiences. Its flagship product, Sapaad, has thousands of users world-wide.
KEY ROLES AND RESPONSIBILITIES
Develop a total understanding of Sapaad’s software products.
Engage with our users over phone or email to gather a deep understanding their issues and provide thorough, helpful solutions.
Record and take ownership user issues (raise tickets) and take full ownership of closing those issues, including engaging with engineering teams by providing detailed reports on issues and root causes. You are the ‘customer’s spokesperson’ within the organization.
Respond to user’s issues in clear, concise, and friendly language. Written responses must be grammatically correct and professional.
Be a part of our customer training and education programs to teach customers on how best to use the software.
Help onboard and deploy the software at the customer’s business.
Provide remote and on-site support where required, escalating issues to the development team and coordinating to have them closed.
Make our users happy and convert them to brand ambassadors.
SKILLS REQUIRED
Excellent communication skills in English and Arabic (mandatory)
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.
Job Types: Full-time, Permanent
Ability to commute/relocate:
Riyadh: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
Do you have experience in deploying software or hardware products to clients?
Do you have experience in training clients use product?
Language:
English (Required)
Arabic (Required)
License/Certification:
KSA Driver’s license (Required)
