Technical Support

Job description

About us

Wecheer is a five-year-old Swiss-based start-up operating internationally. Initially, our focus was on building IoT products, starting with a smart bottle opener to target beer brands. The company pivoted during COVID and launched the software-only loyalty platform at the end of 2020.

Our platform bridges the gap between Brands and Consumers by providing multi-brand loyalty which works across all points of purchase such as retailers, convenience stores, cafés, restaurants, bars, etc. Our current focus is on consumer packaged goods (CPG) brands. Being a multi-brand marketplace, our platform must add value for our B2B Clients’ businesses (B2B) while delighting the Consumers’ who use it regularly (B2C).

The company is gaining strong Brand traction with multiple projects ongoing in markets globally (Mexico, Brazil, Vietnam, Dubai, Saudi Arabia, Switzerland, …).

What we are looking for

Wecheer is looking for a proactive, detail-oriented, and hungry-to-lean Operations Support Executive to join our high-performing team. You will be at the interface between the product team, operations team, and the business, supporting the Client Account Managers & Project Managers in the markets to ensure the timely and accurate configuration of our systems, as well as monitoring ongoing performance and reporting any issues proactively


Job requirements

Your role

Across multiple of our platform domains: Campaigns, Locations, Rewards, Receipt Scanning, Customer Engagement Messages, OTP Delivery, you are responsible for three main activities:

  • Setup & Administration – Configuration of the Wecheer platform according to the project/campaign requirements working closely with internal stakeholders - i.e. creating accounts, adjusting user permissions, uploading content, requesting clarifications, etc.
  • Monitoring & Maintenance – Putting in place dashboards to monitor the different systems and streamline reporting to internal stakeholders - i.e. monitoring reward stock levels, OTP SMS delivery rate, checking receipts requiring reclassification,
  • Analysis & Improvement – Adjusting parameters to improve system performance as well as proactively proposing improvements to the way of working and the platform itself - i.e. adjusting receipt scanning parameters, suggesting a new feature for the back-end for the product team, creating a form for location change requests.

These will be mostly internal requests which may come through customer support tickets, slack, and meetings; so being able to handle multiple channels of communication is an asset.



Expectations

  • 1+ years of experience in tech/internet / digital media companies in relevant roles (Operations Support, Technical Support, Technical Account Manager, Application Support Specialist, ...)
  • Tech-savvy and familiar with analytics tools, Jira, as well as customer support tools (Freshdesk)
  • Quick learner, able to multi-task
  • Detail-oriented and organized
  • Highly Proactive
  • Fluent in English & an excellent communicator
  • A good team player
  • Work hours: 1pm to 9pm

We offer…

  • Financially rewarding package.
  • An office in Ho Chi Minh City, Vietnam - mixed with remote working.
  • An energetic, fast-moving, multi-cultural team with a deep-rooted love for food and beer :-)