Technical Customer Support Specialist

Your Role

Customer Support is vital to SEDNA because it directly impacts our customers’ happiness and our reputation.

You have a love of technology and passion for helping others. This is a remote position that will be situated in Asia Pacific, in a time zone that is +7, +8 or +9 UTC. You will be responsible for keeping SEDNA’s customers happy and productive by providing a great customer experience. You will contribute to our understanding of our customers by sharing your customer stories with our staff. You will also spend time working with the product development team to test new features. Support, storytelling, and testing go hand-in-hand because these functions help you understand our customers’ business, how they are using our software, and how you can help troubleshoot their product questions and issues.

Responsibilities

Serve as an ambassador for our brand.
Effectively resolve customer enquiries day-to-day in a considerate, polite, succinct, informative and timely manner.
Compose thoughtful, personalized responses for a variety of customer requests.
Triage incoming requests and spot trends in customer issues to flag for the rest of the team.
Advocate for customers by championing their issues internally and keeping them up to date on progress.
Identify, reproduce, and document bugs for the product development teams.
Assist the product development teams by testing new features and bug fixes and surfacing customer feedback.
Handoff support issues to your colleagues working in other regions and time zones
Contribute to the ongoing learning and success of your team, and the company, by bringing forward-looking ideas into practice, by sharing knowledge through mentorship, collaboration, and by aiding in documentation.

Requirements

You care genuinely about customer support and about the role it plays in making our team successful.
You thrive working in a remote working environment.
You embrace a work out loud culture.
You love technology and communicating how it can help others in an accessible and clear way.
You are skilled at explaining technical problems succinctly and clearly.
Your curiosity, empathy, and logic make you an excellent troubleshooter.
You are resourceful and make every effort to get through a challenge.
You know when something is over your head and you ask for help.
You stay positive and thrive under pressure.
You possess a mastery of English and are a confident and considerate writer and speaker.
You exhibit diplomacy, tact, and grace under pressure when working through customer issues.
You have a post-secondary degree or equivalent professional experience.
You are able to make decisions and take action autonomously.
You are legally able to work in Singapore.

Bonus

You have prior experience in a similar role in a startup environment.
You have experience with help desk ticketing/communication technology platforms like Zendesk.
You have knowledge of IT service management processes and best practices, including ITIL.
You have experience in mail services and understand the chain of events that gets an email from sender to recipient; you could read through RFC2822 message headers and explain what's taken place.
You have experience in DNS records and CNAMES aren't foreign to you.

SEDNA

At SEDNA, we help some of the biggest companies in the world manage their day-to-day transactions and team communication. We’re doing this by building an enterprise product that helps our customers scale their transaction capacity without adding cost or risk. SEDNA provides you with trust, support, guidance, and an opportunity to grow within the organization. We are a small company that is on a fast pace trajectory. Our culture is one of trust, working out loud, asking ‘what does the data say?’, letting people self-serve, and helpfulness.

Privacy Notice

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SEDNA Systems