Technical Support Officer

Ackcio Pte Ltd builds reliable wireless monitoring solutions for industrial applications. Our Ackcio Beam suite of products runs off our core technology: long-range, low-power radio wireless mesh communication to reliably transmit industrial sensor data in real-time both underground and above ground. Currently, our technology is widely used in construction, mining, infrastructure, and rail industries to automate the monitoring process, improve productivity, and make the activity safe. We now help major clients in 45 countries across 6 continents monitor their projects with our technology.

Ackcio was incorporated in Singapore in 2016, and has drawn investments from prominent investors including Wavemaker Partners, Enterprise Singapore, Accelerasia, Aletra Capital Partners, Foundamental, and EF.

The Job Description

Ackcio builds reliable industrial IoT solutions to automate the process of monitoring geotechnical and structural sensors across construction, infrastructure, rail and mining. We have clients in over 40 countries across 6 continents. Our business is growing rapidly, and we are looking for a Technical Support Engineer to boost our growth in the Asia market.

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

• Relevant education experience in computer science, network and 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

Job Type: Full-time

Pay: $2,500.00 - $4,000.00 per month

Schedule:

• Monday to Friday

Work Location: In person