Application Support Analyst

Sea; Greater London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading SaaS company in the maritime industry is seeking a full-time Customer Support Analyst for their London office. The role focuses on delivering exceptional user support for their innovative Sea platform and Intelligent Contract Platform. Ideal candidates will possess a relevant degree, strong communication skills, and a proactive approach to problem-solving. Join a dynamic team dedicated to transforming the shipping industry through technology.

Qualifications

• BSc in relevant discipline required.
• Fluent in English; other languages are a plus.
• Experience in application support or helpdesk roles preferred.

Responsibilities

• Deliver high-quality user support for Sea platform applications.
• Ensure timely issue resolution and follow escalation processes.
• Collaborate with various teams to enhance user experience.

Skills

Communication

Problem Solving

Organizational Skills

Analytical Thinking

Proactivity

Education

BSc Degree in Finance, IT, Maritime, Business or Engineering

Tools

Zendesk

Jira

Job description

Who We Are

We are remote first software as a service (SaaS) company, bringing true digital transformation to the global shipping industry. We enhance the way shipping professionals work by creating technology for the maritime industry and bringing it to market.

With over 85% of the world’s trade transported by sea, we have a huge opportunity to transform existing manual, offline and disparate processes into a tech-enabled and data-rich experience enabling better decision-making and fewer costly and time-consuming mistakes. Our premier platform, Sea, is the world’s first digital shipping platform that provides cloud-based applications focused on the pre-fixture and at-fixture space. These connect to create efficiencies and digitise workflows.

To understand more about us, please visit https://www.sea.live/

The Role

Reporting to the Support Global Team Lead we are looking for a full-time Customer Support Analyst to join our London office to deliver a high-quality user support service for clients using our Sea platform applications and our Intelligent Contract Platform (ICP) for commodity clients.

As this is an extremely customer/user-focused role, you are responsible for supporting our global users spanning a range of shipping markets, ensuring issues are dealt with promptly, escalation processes are followed, and training requirements are met.

You will work with our commercial, customer success, product and engineering teams and have plenty of exposure to numerous technologies and applications, the scope of which is continually increasing as we evolve. Whilst this is not a technical role, you will build up knowledge of our applications and their components.

Requirements and qualifications

• BSc Degree in Finance, IT, Maritime, Business or Engineering related subject
• Fluent English is required. Fluency in other languages is a bonus.
• Relevant working experience is an advantage
• Strong and proactive communicator (both written and verbal)
• Strong MS Office skills (particularly in excel and word)
• Problem solver, able to exercise initiative and can adapt to meet deadlines
• Committed and strives for excellence
• Analytical thinking, quality conscious and results driven attitude
• Ability to work effectively within a team and independently
• Professional with a strong work ethic
• Willing and able to learn new technologies quickly
• Strong organisational skills and able to prioritise
• Flexible, can-do approach

Skills and experience

One of the following criteria should also ideally apply to you:

• Prior experience in application support or helpdesk roles
• Knowledge of or prior experience in shipping and/or commodity trading is preferable but not mandatory (e.g. Maritime Studies background, work experience in shipping/commodity ops)
• Prior experience with using helpdesk/ticketing systems e.g. Zendesk, Jira.