T1 Technical Support Specialist

StormGeo; Manila; Hybrid; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Hybrid Work Model

International development机会

Job summary

StormGeo seeks a T1 Technical Support Specialist in Manila to deliver first-level support for voyage planning software and digital publications solutions. You will resolve technical cases, ensure onboard software functionality, and maintain access to P&N content, following established guidelines in a client-focused manner.

This role operates in a 24/7 shift system shared between Europe and APAC, reporting to the Regional Team Leader APAC. Weekend shifts may be required as needed.

Qualifications

• Experience in customer support or product support for software/IT services.
• Fluent English, written and spoken.
• Ability to work independently and in a global team.
• Willingness to work in a 24/7 shift rotation, including weekends.

Responsibilities

• Analyze cases and apply guidelines to resolve issues.
• Update case information in the ticketing system with status and ETA.
• Support software releases and document cases for knowledge sharing.
• Liaise with third-party providers to resolve issues.
• Provide input to Product Management and Development from case insights.
• Escalate to Tier 2 Support when needed.

Skills

Customer service

English fluency

Cross-team collaboration

AI awareness

Education

Technical or maritime education

Tools

CRM systems

Microsoft Office

Ticketing system

Job description

As a T1 Technical Support Specialist at StormGeo, you will provide first-level technical support to customers using our voyage planning software and digital publications solutions. Your overall responsibility will be resolving technical support cases through various channels, ensuring optimal onboard software functionality and accessibility of P&N content, while following established guidelines with a client-focused mindset.

At StormGeo, the Technical Support Specialist role operates within a 24/7 shift system, shared between teams in Europe and APAC, to deliver timely support to our global customer base. You will report to the Regional Team Leader for Technical Support APAC. This role requires shift work and may also include weekend support, as needed.

This position will be based in Manila, Philippines.

Main Responsibilities

• Analyze cases, select the appropriate guidelines or instructions for resolution, and provide assistance to clients.
• Update case information in the ticketing system to keep stakeholders informed about status, root cause, and estimated resolution time.
• Support software release rollouts and contribute to case documentation.
• Liaise with third-party providers (e.g. digital content or data suppliers) to support case resolution.
• Provide input to Product Management and Development teams based on case insights.
• Apply structured problem-solving methods to unfamiliar cases and escalated to Tier 2 (T2) Support when necessary.

Core Requirements

• Education in a technical and/or maritime field, such as (but not limited to) Computer Science or Nautical Studies.
• Maritime experience and qualifications, particularly related to bridge operations or navigation, are highly valued.
• Customer service or product support experience, ideally supporting software products for an international client base.
• Basic knowledge of problem-solving methodologies is an advantage.
• Self-motivated, with the ability to work both independently and as part of a global team.
• Continuous development in knowledge and capabilities in the effective application of AI to support individual, team, and business objectives.
• Experience using CRM systems and Microsoft Office tools.
• Fluent English (written and spoken) is required; additional languages are a plus.

Company Offers

• Global mission - Every day, we enable our clients to navigate a changing environment by unlocking the value of data.
• Smart, creative, and innovative environment, where you'll work alongside a talented and supportive team of professionals.
• Hybrid Work Model.
• International development opportunities to support your professional growth.

We value diverse perspectives and welcome candidates from all backgrounds and industries. StormGeo offers a stimulating international environment where we challenge, encourage, and support each other. Get a glimpse of our culture and what it’s like to be part of our team by watching this short video: StormGeo.