T1 Technical Support Specialist

StormGeo; Manila; Hybrid; PHP 400,000 - 560,000; Full time

Benefits offered by this job

Hybrid Work Model

International development opportunit­y

Job summary

StormGeo in Manila is seeking a T1 Technical Support Specialist to provide first-level technical support for voyage planning software and digital publications, resolving cases with a client-focused mindset.

The role operates on a 24/7 shift across Europe and APAC, may include weekend support, with opportunities for growth in a global, innovative environment and a hybrid work model.

Qualifications

• Education in a technical and/or maritime field, such as 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.

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.

Skills

Fluent English

Customer service

Problem solving

Team collaboration

Independent work

Education

Technical or maritime field education

Tools

CRM systems

Microsoft Office

Job description

Job Description:

About the Role

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.