Client Support Specialist
Posted Updated
Description
- Internally, this position is known as a Software Support Analyst
- As a Veson Nautical Software Support Analyst you will provide technical support for the world’s leading developer of commercial maritime shipping software
- You will have a deep understanding of our customer’s workflow and processes and will work independently and in collaboration to research and troubleshoot issues and implement appropriate solutions
- You will assist clients via phone, email, web sessions, and in person
- You will manage and document daily reported issues in our bug tracking system
- You will collaborate with consulting and project management resources to execute client engagements
- In addition, you will be responsible for identifying and driving business development opportunities for existing customers
- As an expert in our products and client profiles, you will drive internal and external communications and information sharing
- You will put your excellent writing skills to work to document client profiles and knowledge base content
- Become subject matter expert on commercial maritime industry and on Veson software products
- Handle support inquiries for Veson customers from creation to resolution in a timely manner, with quality, according to internal processes
- Collaborate independently and within teams to diagnose technical issues
- Navigate and execute within our Atlassian tool sets JIRA Service Desk, JIRA Software, and Slack
- Proactively address customer concerns and meet or exceed customer needs
- Manage escalation of all priority issues within the business working closely with Product,
- Development, and Infrastructure resources
- Documentation of solutions, customer information, and proactive knowledge content
- Establish and maintain relationships with key end users and business partners
- Regularly communicate with management, both verbally and in writing, on status of initiatives in a professional and understandable manner
- Communicate with customers at all levels of the organization
- Willingness to conduct ad-hoc or exploratory testing
- Analytical thinking and attention to detail
- BSc/MSc level Maritime industry related studies
- Strong written and oral communication skills
- Maritime operations related experience
- Proven ability to proactively address customer concerns and exceed expectations
- 1 year + of in-house superuser or enterprise software applications support experience; ideally ERP, accounting, operations or finance related
- Desire to work in fast-paced, entrepreneurial setting
- Enjoys working with software and computers and ideally a working knowledge of Windows Server and Microsoft SQL Server
- Demonstrated planning and organisational skills
- At least one of the three following criteria should apply to you:
- Fluent Greek and English language skills (Additional languages welcome!)
- BSc Degree, relevant related degree or advanced diploma in an Economics, Finance, IT, Maritime, Business or Engineering related subject
- Passion for real-time problem solving and troubleshooting complex problems
- Ability to rapidly adapt to changing systems and environments; proactive, positive approach to work
- Plus:
- Computer skills and understanding of network and software technology such as SQL, Shell Scripting, Power BI or Tableau
- ETRM, CTRM or other trading and financial services related user experience
- Familiarity with helpdesk and defect tracking tools such as Jira, Confluence a plus