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SigmaWays: Customer Technical Support Engineer


This is a Full-time position in Melbourne, QC posted September 14, 2020.

The ideal candidate is someone who can ask the right questions to understand our customer’s needs and then recommend the best integration solution, build a plan – and stick to it, constantly looks to find a better way to get things done, thrives in a fun, fast-paced and dynamic environment, and wants to combine their technical & communications skills to deliver exceptional experiences for our customers.

Role:Partner with our sales and account managers during the sales process to provide expertise on our products and help recommend the best solution for our Customer’s business needsLeveraging our global onboarding methodology; own the Integration process from end to end for a defined group of Customer accounts and/or product complexityAct as liaison on behalf of the business development team with almost all areas of the organization: Product, Operations, Customer Service, Development and most importantly our CustomersGuide our customers through their product implementations; test files to ensure they meet proper criteria, provide pass/fail results to stakeholders, troubleshoot issues and file pass failures, and leverage your analytics skills to verify the resultsRun online demonstrations and/or customer training for all products lines to new and existing customersBuild and run reports for internal and external stakeholders to measure performanceParticipate in user acceptance testing for product enhancements, new launches, and new functionality projects.

Create detailed test plans, strategies and test cases to ensure due diligence is complete before starting to process customer filesDevelop and maintain expertise on all systems and application processes that touch our customers file integrations.Create a positive customer service experience by understanding and meeting customer needs quickly, professionally and accuratelyAll About You:Previous experience in implementing API/SFTP B2B technology solutions (i.E.

sales engineer, customer support, implementations, client onboarding, etc.) ideally in fintech or SaaS Get jazzed about interacting directly with Customers; and learning their businessesPrior experience and knowledge in Fraud & Chargebacks or e-commerce payment solutions.Be a natural-born project manager with a proven track record in handling multiple projects simultaneously.

Previous exposure to project management methodology either formal or informal.

Know how to solicit requirements, build a plan, execute against it Continuous improvement – demonstrate your ability to build better mousetraps and evolve our thinking Working knowledge of Salesforce.Com and JIRA is also desired Comfortable in working with big data and manipulating it to drive insights to inform business decisions for both internal and external stakeholders Flexibility to support international time zones for our global customer implementations.

Secondary language proficiency or skills is desired (Mandarin Chinese) Post-secondary studies (university or college) in computer science, business analysis, project management