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    Technical Support Specialist - Malaysia, Kuala Lumpur - Insider.

    Insider.
    Insider. Malaysia, Kuala Lumpur

    4 days ago

    Default job background
    Full time
    Description
    Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

    About Us

    Hi there We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this We are connecting data across channels, predicting future behavior with AI, and individualizing experiences from a single platform with the fastest time to value.

    We announced that we unlocked our unicorn status after our Series D round. We are backed by top-notch investors including Sequoia Capital, QIA, Riverwood, Endeavor Catalyst and trusted by 1000+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Singapore Airlines, Virgin, Nestle, Nissan, Samsung, Lenovo, Puma, MediaMarkt, IKEA, Allianz, Santander, Dominos, Avon, CNN, and the list goes on.

    We are the #1 Leader everywhere We are recognized as a leader in The Forrester WaveTM for Cross-Channel Campaign Management in Q3, 2021. We are also named a leader in 2021 Gartner Magic QuadrantTM for Personalization Engines. But wait, there is more. For 21 quarters in a row, we've been ranked as a leader in G2 Mobile Marketing, Personalization, Customer Data Platform, and Customer Journey Analytics Grids.

    We are also proud to become one of the very few female-led B2B SaaS unicorns in the world.

    Behind all these achievements, there is an exceptionally talented and passionate team across 28 countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us in this journey, just keep reading.

    First things first: What is this role about

    You're probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavored with the coolest startup jargon. After all, we're a Sequoia-backed company, with an awarded woman CEO and a team across the globe that takes the word 'diversity' very seriously. But that's exactly why we think that nothing says more than the real experience. We're underdogs who believe in the power of actions more than anything else. And as a customer-first company, we always walk the extra mile. So we asked our team of Technical Support Specialists (TSS) to tell us what their day-to-day is really like and, in a nutshell, this is what they told us

    As a Technical Support Specialist in Insider day in and day out you will;
    • play a crucial role in the Partner Success Team that owns technical relationships with our partners using our products and services,
    • become an excellent communicator while mastering problem-solving skills,
    • work in coordination with the Customer Success Managers and be primarily responsible for supporting seamless experience for our partners,
    • troubleshoot technical issues, find resolutions for partner requests, review partner queries, and find creative solutions that streamline their requirements and leverage knowledge to help partners get over technical struggles while expanding to the Insider platform,
    • contribute to building innovative products by advocating for partners by taking their feedback and sharing it with the Product team to improve processes and product offerings,
    • meet important SLAs like response time and the lead time for issue resolutions which is an important aspect

    We want you to join us while we are taking a step into the future if you;
    • A university degree in Business, Marketing, Engineering, or related fields
    • 1-2 years experience supporting a technical product, ideally in SaaS, or experience in MIS or Software Development teams
    • Strong communication skills in writing (English)
    • High sense of responsibility and accountability
    • Ability to provide timely responses and follow up systematically
    • A natural problem solver with a positive attitude and love for helping others succeed
    • Good debugging/troubleshooting skills
    • Knowledge of HTML, CSS, or other programming languages is a plus

    While we are conquering the world, we are offering you;
    • You can improve and challenge yourself with the many soft skills training sessions that we offer. You'll have access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge
    • You'll have space to share your skills through training sessions and workshops if you wish. Sharing is caring
    • We'll provide you with a paid Spotify account subscription, how do you fancy working to the beats of your favorite audio while blocking out the rest of the world
    • You'll have a chance to work in an international, diverse, and inclusive environment
    • You'll be part of an industry that's shaping the future of customer experiences.

    Was this position made for you

    So let's talk We're curious bugs and can't wait to get to know you.

    We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

    Please follow Insider on LinkedIn, Instagram, Youtube, and Medium
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