Maritime Software Support Expert

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

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.