Solution Support Engineer

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Logiwa Full time

Logiwa Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Why work at Logiwa WMS?

Logiwa is a rocket headed straight for the moon Since 2017, we have been dedicated to being a world-class partner for warehouse and inventory based businesses. We have the most integrated software in our class, and we provide seamless inventory and warehouse management support to enable our customers to succeed. We are a team that's small but mighty, and we're scaling this mountain all the way to the summit We're looking for people with a range of talent (Get it? Range, like mountains) to join our team as we climb to the top. On top of our success-driven culture, we are a company that is passionate about our people. We provide a fun, inclusive, and collaborative environment with endless opportunities for growth and development. Whoever you are- rocket enthusiast, mountaineer, chess master, Netflix binger- come find your place with us here at Logiwa. Take a look and see how you can contribute to this fast-growing team.

The Role

As the Solution Support Engineer (APAC) at Logiwa you will be responsible for providing advanced technical support to customers, typically in a software or technology company. They are responsible for troubleshooting and resolving complex customer issues, as well as collaborating with cross-functional teams to ensure customer satisfaction.

What You'll Do

  • Respond to customer inquiries/escalations and resolve technical issues through various communication channels, such as Zoom calls and emails.
  • Analyze and diagnose technical problems reported by customers and provide effective solutions.
  • Collaborate with software development, product management, and quality assurance teams to resolve customer issues and improve product functionality.
  • Document troubleshooting procedures and create knowledge base articles for common customer inquiries.
  • Log and manage customer issues in a ticketing system, ensuring that all customer interactions and resolutions are documented.
  • Continuously evaluate and improve support processes and procedures to enhance customer satisfaction and efficiency.
  • Train and mentor junior support engineers, providing guidance and technical expertise to assist in problem resolution.
  • Collaborate with sales and account management teams to ensure customer success and identify opportunities for upselling or cross-selling.
  • Stay updated on industry trends and new technologies to provide proactive support and effectively address customer needs.

You Have:

  • BS/MS in engineering or computer science, or industrial engineering.
  • At least 5 years of experience in providing technical support for WMS solutions.
  • Advanced ability to analyze and resolve issues.
  • Knowledge of warehouse operations.
  • A good understanding of computer systems, printers, mobile devices, and other tech products.
  • Excellent problem-solving and communication skills.
  • The ability to work independently while researching and developing solutions to customer issues, but also being able to collaborate in a team environment.
  • Proven ability to apply analytical and systems thinking to complex problems.
  • The ability to provide step-by-step technical help, both written and verbal.
  • Excellent written and verbal communication skills in English.

Preferred/Plus Qualifications:

  • Experience in MS SQL, Open API, and EDI.
  • Experience with WMS software applications.
  • Familiarity with remote desktop applications and help desk software, such as SalesForce.
  • IMPORTANT NOTE: The candidates for this position must be located in Malaysia and able to work remotely.

Working hours will be below on weekdays:

Winter Time: 7am - 3:00 pm (MYT)
Summer Time: 7am - 3:00 pm (MYT)

Employment & Payroll

Regarding global candidates, we are working with 'Deel.com' for all employment and payroll processes. Therefore, compensation package and benefits stated above may vary from one country to another.

Location & Working Model

We are working in a full remote model.

Company Culture

In Logiwa we give importance to creating a flexible and trusting workplace where everyone can work in harmony and be their best working self. We embrace teamwork and collaboration. We work hard but also play hard in monthly happy hours and team gatherings.

Equal Employment Opportunity

In Logiwa we believe in the power of diversity. We hire without prejudice and discrimination against language, religion, ethnicity, race, gender, sexual orientation, age or disability status. We think that our diverse cultures, backgrounds, beliefs, values, abilities, and lifestyles help us learn from each other and create a stronger company culture. We're proud to have a genuinely diverse and inclusive workplace. We hire solely on the basis of the measurable technical examinations and competency-based interviews with equity and equality in mind.

We're looking forward to receiving your application

Find More About us:

  • Our Company: https://www.logiwa.com/company
  • Our Career Page: https://www.logiwa.com/careers
  • Logiwa in the Press: https://www.logiwa.com/company/press-news
  • Our tech stack: https://stackshare.io/logiwa/logiwa

Please follow Logiwa on LinkedIn and Youtube

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Technology, Information and Internet
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