Ackcio Pte Ltd – Technical Support Engineer

Responsibilities

• Establish a trusted, strategic advisor relationship with each client and drive continued value of our products and services.
• Help identify individual customer challenges and develop action plans to address their needs in a clear and timely manner.
• Generate fresh ideas and best practices on how to proactively improve our users' experience and increase adoption of our products.
• Be a champion for Ackcio’s technical best practices, educating customers on the best and most effective ways to use our products and services in their projects.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Work to identify and/or develop upsell opportunities or areas where our customers could further adopt our product within their organisation.
• Collaborate with cross-functional teams by providing important customer feedback, process-improvement suggestions and other actions that involve improving our product.
• Demonstrate product expertise through interactions with customers.
• Engage customers via email, phone calls, and presentations to help them become more successful.
• Conduct product demonstrations and training sessions to improve user adoption.
• Develop, prepare, and nurture customers to achieve success.
• Advocate customer needs/issues cross-departmentally
• Assist the company sales team by getting involved in pre-sales activities to tailor our solutions to meet the customer requirements.

Requirements

• Diploma’s in Electronics, Network or ICT
• Willing to go to customer sites to assist with on-site troubleshooting work if required.
• Willing to travel to assist our overseas clients.
• Excellent communication skills and strong customer focus with a pleasant and friendly personality.
• Proven analytical / problem solving ability.
• Fluency in written and spoken English is essential, additional languages beneficial.
• Demonstrated ability to learn new skills quickly.
• Thrives in a fast-paced environment and can adjust priorities on-the-fly.
• Proven ability to lead and manage initiatives to completion, multi­-task, and work within tight deadlines.
• Ability to work independently and as a part of a team.
• Proven track record of helping customers solve issues they face.
• Goal oriented approach with a focus on maintaining workflows and meeting deadlines.
• Must want to help customers succeed - when they are successful, we are successful!