Client Support Specialist

Overview

As a Veson Nautical Client Support Specialist 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 Greek and 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.

Veson Nautical Offers

Competitive compensation with bonus scheme

Up to 25 days vacation (Depending on length of employment) plus birthday and 12 observed public holidays

Generous health, dental, life, and disability insurance

Pension Plan

Fitness subsidy

Team social events

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