Client Support Specialist

Veson Nautical; Boston (MA); Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Veson Nautical is seeking a Software Support Analyst to provide technical support for its leading maritime shipping software. You will become a subject matter expert on Veson products and the commercial maritime industry, researching and resolving issues while communicating with clients by phone, email, web sessions, and in person.

You will document solutions, manage incidents in our ticketing system, and collaborate with consulting and project management to drive client engagements.

Qualifications

• Become subject matter expert on Veson software and the maritime industry.
• Handle support inquiries from creation to resolution in a timely manner.
• Diagnose technical issues independently and with teams.
• Document solutions, customer information, and proactive knowledge content.
• Communicate with customers at all levels of the organization.

Responsibilities

• Become subject matter expert on commercial maritime industry and Veson software.
• 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

Skills

Customer support experience

ERP knowledge

SQL / SQL Server

Windows Server

Strong communication

Education

BSc/MSc Maritime studies

Tools

JIRA Service Desk

JIRA Software

Slack

Confluence

Job 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.

Responsibilities

Essential Duties and Requirements

• 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

Qualifications

At least one of the three following criteria should apply to you:

• 1 year + of in-house superuser or enterprise software applications support experience; ideally ERP, accounting, operations or finance related
• BSc/MSc level Maritime industry related studies
• Maritime operations related experience

Plus:

• BSc Degree, relevant related degree or advanced diploma in an Economics, Finance, IT, Maritime, Business or Engineering related subject
• Proven ability to proactively address customer concerns and exceed expectations
• Enjoys working with software and computers and ideally a working knowledge of Windows Server and Microsoft SQL Server
• Strong written and oral communication skills
• Fluent English language skills (Additional languages welcome!)
• Demonstrated planning and organisational skills
• Analytical thinking and attention to detail
• Passion for real-time problem solving and troubleshooting complex problems
• Willingness to conduct ad-hoc or exploratory testing
• Desire to work in fast-paced, entrepreneurial setting
• Ability to rapidly adapt to changing systems and environments; proactive, positive approach to work

Beneficial Skills (Not essential)

• ETRM, CTRM or other trading and financial services related user experience
• Computer skills and understanding of network and software technology such as SQL, Shell Scripting, Power BI or Tableau
• Familiarity with helpdesk and defect tracking tools such as Jira, Confluence a plus

About Veson Nautical

We are a team of multi-cultural, multi-disciplined professionals that are dedicated to making our clients successful and charting a new, innovative course for the commercial marine industry. Veson Nautical employs a staff of extremely capable creators and innovators all focused on meeting the goals of our clients. We invest extensively in employee development and experience to maintain focus and enthusiasm. The Veson Nautical team is made up of a dynamic blend of engineers, artists, sailors, teachers, brokers, bankers, traders, consultants, and customer service experts.

Veson Nautical is a successful, rapidly growing global software company. Our clients are the world’s leading commercial maritime owners, operators and commodity trading companies. Veson’s solutions enable our clients to identify new opportunities and proactively manage their business to make more profitable decisions. With offices in London, Singapore, Tokyo and Houston and headquarters in Boston, USA, Veson Nautical is a dynamic organization with a committed team of professionals. Dedicated to ensuring the highest levels of client satisfaction, Veson Nautical brings decades of experience, technical knowledge, enthusiasm and commitment to clients around the world. The combination of exceptional market growth and leading market position make this a superb opportunity for the right candidate.

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