Maritime Software Support Specialist

Francisco Partners; Greater London; On-site; GBP 42,000 - 65,000; Full time

Job summary

Veson Nautical in London is seeking a Software Support Analyst to provide technical support for our maritime software platform. You will understand client workflows, troubleshoot issues, and document solutions while engaging with customers via phone, email, web sessions or in person.

You will become a subject matter expert on Veson products, handle inquiries from inception to resolution, document knowledge bases, and collaborate with Product, Consulting and Project teams to deliver outstanding

Qualifications

• Minimum 1 year of in-house software support experience or related field.
• Knowledge of maritime industry or related studies preferred.
• Excellent written and verbal communication skills in English.

Responsibilities

• Become subject matter expert on commercial maritime industry and 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
• Document solutions, customer information, and proactive knowledge content

Skills

Customer support

Communication skills

Analytical thinking

Windows Server

SQL Server

Troubleshooting

English fluency

Education

Maritime studies

BSc/ MSc degree

Tools

Jira

Confluence

Slack

SQL

Power BI

Tableau

Job description

Veson Nautical in London is seeking a Software Support Analyst to provide technical support for our maritime software platform. You will understand client workflows, troubleshoot issues, and document solutions while engaging with customers via phone, email, web sessions or in person.

You will become a subject matter expert on Veson products, handle inquiries from inception to resolution, document knowledge bases, and collaborate with Product, Consulting and Project teams to deliver outstanding