Customer Support Engineer

Why work at Logiwa WMS?

Logiwa is a rocket headed straight for the moon! Since 2017, we have been dedicated to being a world-class partner for warehouse and inventory based businesses. We have the most integrated software in our class, and we provide seamless inventory and warehouse management support to enable our customers to succeed. We are a team that’s small but mighty, and we’re scaling this mountain all the way to the summit! We’re looking for people with a range of talent (Get it? Range, like mountains!) to join our team as we climb to the top. 

On top of our success-driven culture, we are a company that is passionate about our people. We provide a fun, inclusive, and collaborative environment with endless opportunities for growth and development. Whoever you are- rocket enthusiast, mountaineer, chess master, Netflix binger- come find your place with us here at Logiwa. Take a look and see how you can contribute to this fast-growing team. 

The Role

As a Customer Support Engineer at Logiwa, you will be responsible for providing technical support to customers, troubleshooting and resolving complex customer issues, as well as collaborating with cross-functional teams to ensure customer satisfaction. 

What You’ll Do

• Respond to customer inquiries and resolve technical issues through various communication channels, such as Zoom calls, Slack and emails. 
• Analyze and diagnose technical problems reported by customers and provide effective solutions. 
• Collaborate with software development, product management, and quality assurance teams to resolve customer issues and improve product functionality. 
• Document troubleshooting procedures and create knowledge base articles for common customer inquiries. 
• Log and manage customer issues in a ticketing system, ensuring that all customer interactions and resolutions are documented. 
• Continuously evaluate and improve support processes and procedures to enhance customer satisfaction and efficiency. 
• Collaborate with sales and account management teams to ensure customer success and identify opportunities for upselling or cross-selling. 
• Stay updated on industry trends and new technologies to provide proactive support and effectively address customer needs. 

You Have:

• Bachelor's degree in Computer Science, Software Engineering, Industrial Engineering or a related field
• Min 3 years of experience in customer support 
• Excellent written and verbal communication skills in English is a must
• Proven ability to apply analytical and systematic thinking to analyze and resolve complex problems
• The ability to work independently while researching and developing solutions to customer issues, but also being able to collaborate in a team environment.
• Familiarity with remote desktop applications and help desk software, such as SalesForce
• A good understanding of computer systems, printers, mobile devices, and other tech products
• The ability to provide step-by-step written and verbal technical help to customers
• Experience in MSSQL, Open API, and EDI is preferred
• Knowledge of warehouse operations is a plus. 
• Experience with WMS software applications is a plus. 

Working hours will be below on weekdays, 

Winter Time: 2:30 am- 10:30 am(TRT)

Summer Time: 1:30 am - 9:30 am(TRT)

Benefits:
At Logiwa we offer:

• 100% remote work
• Monthly home office allowance
• Competitive bonus structure
• Meal vouchers
• Private health insurance
• English language training
• Educational discount for master's degree from reputable private universities in Turkey
• Employee Assistance Program - confidential counseling and advice available by phone, web, or text
• An international team environment
• Regular team bonding events
• Community engagement opportunities like quarterly volunteer days

Location & Working Model
We are working on a full remote model. We have physical offices in İstanbul(Ataşehir Nidakule Kolektif House) where team members can get together and work collaboratively on a volunteer basis.

Company Culture
In Logiwa we give importance to creating a flexible and trusting workplace where everyone can work in harmony and be their best working self. We embrace teamwork and collaboration. We work hard but also play hard in monthly happy hours and team gatherings.
Equal Employment Opportunity

In Logiwa we believe in the power of diversity. We hire without prejudice and discrimination against language, religion, ethnicity, race, gender, sexual orientation, age or disability status. We think that our diverse cultures, backgrounds, beliefs, values, abilities, and lifestyles help us learn from each other and create a stronger company culture. We're proud to have a genuinely diverse and inclusive workplace. We hire solely on the basis of the measurable technical examinations and competency-based interviews with equity and equality in mind.
We're looking forward to receiving your application!

•  Find More About us🔎 :
•  Our Company: https://www.logiwa.com/company
•  Our Career Page: https://www.logiwa.com/careers
•  Logiwa in the Press: https://www.logiwa.com/company/press-news
•  Our tech stack : https://stackshare.io/logiwa/logiwa

Please follow Logiwa on LinkedIn and Youtube!