Client Support Specialist

at  Veson Nautical

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.

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

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