Technical Support Engineer

  • Tradeshift
  • Kuala Lumpur, Malaysia
  • 17/05/2024
Full time Forex Fintech Customer Service IT - Software Development IT - Systems Engineering

Job Description

Job Description

About Tradeshift

Tradeshift is the cloud-based supply chain platform that transforms the way B2B buyers and sellers connect, transact and trade. We’re a leader in e-invoicing and AP automation, offering tools for compliant e-invoicing in 50+ countries, including China. We’re also an innovator in B2B marketplaces and embedded fintech services that bring value, opportunity and growth to any business that joins the network. Tradeshift’s vision is to connect every company in the world, creating economic opportunity for all. Today, the Tradeshift platform is home to a rapidly growing community of buyers and sellers operating in more than 190 countries.

Vision: To connect every company in the world, creating economic opportunity for all.

Mission: We build technologies that help companies grow by giving them access to cheaper capital, increased efficiency, and digital global trade.

Tradeshift connects and empowers B2B commerce across global supply chains. We help B2B buyers and sellers grow together through technology that ensures every business has the access and tools they need to benefit fully from digital global trade.We’re a leader in e-invoicing and AP automation, offering full international compliance in 50+ countries including China. We’re also an innovator in B2B marketplaces and embedded fintech services that bring value, opportunity and growth to any business that joins the network.

Seller value sits at the core of our technology proposition, and suppliers have voted Tradeshift the most reliable network on the market. Our commitment to creating value for any business that joins the Tradeshift network means suppliers onboard faster and buyers achieve their digitization objectives quicker. We establish an average of 40,000 new seller connections to Tradeshift every month.

Our open platform offers seamless integration with any application you need to manage your supplier relationships. Pick a partner capable of delivering across your entire digital transformation journey - Digitize, Automate, Grow.

Tradeshift has grown to over 350 people with offices in 7 countries and a Hybrid, virtual first way of working, but our focus hasn’t wavered. We believe that nothing connects a fragmented world like commerce. We digitize and connect everything that happens between a buyer and a seller, anywhere in the world.

We Help Businesses

  • Connect with all their suppliers digitally
  • Remove paper and manual processes across procure-to-pay
  • Buy what they need faster and manage supplier risk

Products

  • B2B Marketplace Platform for E-Procurement
  • AP Automation
  • Supplier Collaboration & Analytics
  • Supplier Financing
  • Virtual Credit Cards
  • Professional Services

Platform & Network Stats

  • The Tradeshift network is approaching 120,000 transacting suppliers and 2.5 millions connections
  • Buyers in 78 countries and Sellers in 97
  • Process approximately 2,000,000 transactions per month
  • In excess of $20B dollars transacted on the platform monthly
  • In July 2021, Tradeshift surpassed one trillion dollars in total value of transactions processed across its platform

Job Description / What You’ll Do

  • Working in a global team of technical support engineers, collaborating with colleagues in multiple time zones to provide best-in-class support services
  • Acting as Level 2 point of contact for the business supporting a number of business-critical services and applications
  • Prioritizing and resolving day-to-day systems issues and customer requests
  • Effectively managing client expectations and escalating when appropriate
  • Ensuring quality of case handling, paying particular attention to communication, timely responses, and specific care for sensitive customers
  • Troubleshoot and resolve all assigned incidents for the Tradshift Platform according to established KPIs
  • Use the available tools to investigate customer cases raised in our ticketing system (investigations regarding API calls, databases, web traffic logs, various XML formatted business documents)
  • Striving to become a subject matter expert within your team, constantly learning and expanding your knowledge of the Tradeshift platform and solutions.
  • Monitoring the customer experience of accounts on Tradeshift and ensure they can access and fully always utilize the platform
  • Continuously find ways to improve and streamline the support function and user experience

Qualifications

  • Relevant experience in Service Desk support, Incident management
  • Experience in SaaS based customer support or operations
  • Strong analytical and problem-solving skills
  • Excellent communication skills, both verbal and written English for the global customers.
  • Cool and calm under pressure in a transactional environment
  • Strong People Relationship skills and ability to collaborate
  • Experience with document formats CSV, XML, EDI or any other type of document business standards
  • Technical awareness on transfer protocols and the tools associated (sFTP/FTP, Filezilla)
  • Exposure to API troubleshooting tools (such as Postman or similar)
  • Familiarity with databases (preferably MySQL)
  • Bachelor's degree in Business, Operations, or Computer Science (preferred, but not required)
  • Excellent communication and presentation skills, highly refined interpersonal skills
  • Business level control of the English language, be able to clearly communicate with internal and external stakeholders. Any other foreign language is considered an advantage