Customer Solutions Engineer

3 weeks ago

Riyadh, Saudi Arabia Sapaad Full time

**PURPOSE**

The Customer Solutions Engineer is a product ambassador, an educator, and a customer ‘growth hacker’; he or she will have the opportunity to provide consultation, webinars, and even produce articles on the usage of the product. The Customer Solutions Engineer is the product’s ‘first face’ to the world and is the ‘voice of the customer’ within the company; he or she represents our products in the best possible light to help build brand ambassadors and loyalty and improves customer retention.

**THE OPPORTUNITY**

We’re looking for dynamic, creative people who’ll get this opportunity to work in an exciting product-based software company. You must have a passion for web & mobile technology and a belief that great user-experience is the secret of all great products. You will join a team of exceptional creators working in a fast-paced environment that delivers and supports world-class software.

This is a great opportunity to be a part of and develop an understanding of an exciting bleeding-edge industry (SaaS), to hone your communication skills, and work with an awesome, passionate team that’s building a global, rapidly-growing product.

**KEY ROLES AND RESPONSIBILITIES**
- Develop a total understanding of Sapaad’s software products.
- Record and take ownership user issues (raise tickets) and take full ownership of closing those issues, including engaging with engineering teams by providing detailed reports on issues and root causes. _You are the ‘customer’s spokesperson’ within the organization._
- Respond to user’s issues in clear, concise, and friendly language. Written responses must be grammatically correct and professional.
- Be a part of our customer training and education programs to teach customers on how best to use the software.
- Help onboard and deploy the software at the customer’s business.
- Provide remote and on-site support where required, escalating issues to the development team and coordinating to have them closed.
- Make our users happy and convert them to brand ambassadors.

**SKILLS REQUIRED**
- Excellent communication skills in English and Arabic (mandatory)
- Great people skills; remember, you are the first face of the company.
- Tenacity and patience and empathy to solve problems.
- Ownership and availability — the desire to ensure that you’re always there for our users.
- 1-2 years experience in engaging with customers and supporting them.

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Riyadh: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Do you have experience in deploying software or hardware products to clients?
- Do you have experience in training clients use product?

**Language**:

- English (required)
- Arabic (required)

License/Certification:

- KSA Driver's license (required)

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