Client Support Specialist

Veson Nautical LLC; Boston (MA); Presencial; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

Veson Nautical LLC in Boston is seeking a Software Support Analyst to provide technical support for our leading maritime shipping software. You will manage customer inquiries from creation to resolution, document issues, and collaborate with consulting and project teams to deliver solutions.

As an expert in Veson products and client profiles, you will develop knowledge content, perform exploratory testing, and help drive business opportunities with existing customers while maintaining clear

Formación

• Strong written and oral communication skills.
• Maritime industry studies at BSc/MSc level.
• Analytical thinking and attention to detail.
• 1 year+ of in-house software support experience.
• Proficiency with Windows Server and Microsoft SQL Server.
• Fluent English; Greek language skills a plus.
• Ability to adapt to fast-paced, entrepreneurial setting.

Responsabilidades

• Provide technical support via phone, email, web sessions, and in person.
• Research and troubleshoot issues and implement solutions.
• Document daily reported issues in the bug tracking system.
• Collaborate with consulting and project management on client engagements.
• Identify and drive business development opportunities with existing customers.
• Become subject matter expert on Veson products and client profiles.
• Handle support inquiries from creation to resolution promptly and with quality.
• Navigate Jira Service Desk, Jira Software, and Slack in daily workflows.
• Document solutions and proactive knowledge content.
• Establish relationships with end users and business partners.

Conocimientos

Analytical thinking

Attention to detail

Written communication

Oral communication

Customer focus

Problem solving

Greek-English bilingual

Maritime domain knowledge

SQL basics

Team collaboration

Educación

BSc in Maritime Studies

MSc in Maritime Studies

Herramientas

JIRA Service Desk

JIRA Software

Slack

Windows Server

Microsoft SQL Server

Confluence

Power BI

Descripción del empleo

• 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
• 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

Willingness to conduct ad-hoc or exploratory testingAnalytical thinking and attention to detailBSc/MSc level Maritime industry related studiesStrong written and oral communication skillsMaritime operations related experienceProven ability to proactively address customer concerns and exceed expectations1 year + of in-house superuser or enterprise software applications support experience; ideally ERP, accounting, operations or finance relatedDesire to work in fast-paced, entrepreneurial settingEnjoys working with software and computers and ideally a working knowledge of Windows Server and Microsoft SQL ServerDemonstrated planning and organisational skillsAt least one of the three following criteria should apply to you:Fluent Greek and English language skills (Additional languages welcome!)BSc Degree, relevant related degree or advanced diploma in an Economics, Finance, IT, Maritime, Business or Engineering related subjectPassion for real-time problem solving and troubleshooting complex problemsAbility to rapidly adapt to changing systems and environments; proactive, positive approach to workPlus:Computer skills and understanding of network and software technology such as SQL, Shell Scripting, Power BI or TableauETRM, CTRM or other trading and financial services related user experienceFamiliarity with helpdesk and defect tracking tools such as Jira, Confluence a plus