Analyst Product Support

Job Description

• Provide product support, assistance to customers & update status on the dashboard promptly.
• Responding to technical support tickets under guidance of SME.
• Create vessel configurations.
• Carry out and oversee installations on board.
• Maintain documentations for all support activities including product development, enhancement, and marketing activities.
• Provide product trainings to staffs and customers.
• Document all support activities, customer issues and resolutions for ready reference.
• Identifying the nature of the hardware, software, or networking issue and escalate it to concerned team with assistance of Manager.
• Managing client wise progress status for trial vessels & follow up on the pending items.
• Rotational Support (as per the roster) to customer on weekends.
• Navbox Backoffice Operations.
• Adhere to the process document and Guidelines without deviations.
• Achieve agreed KPIs given by the reporting Manager.
• Any Ad-hoc Function as assigned by the reporting Manager.
• Minimum Qualifications
• Graduation in IT from A or B grade colleges with Good academic scores.
• Trainee Marine Engineer with a minimum sailing experience of 6 months.
• Required Skills/Behaviors to be successful in this role.
• a) Excellent communication skills, verbal, and written ability to thrive in a deadline-driven, team environment, while also delivering results.
• Driven, enthusiastic, and highly motivated high attention to detail and ability to multitask.
• b) Familiarity with networking systems, protocols & knowledge of remote desktop support systems c) Well conversant with Microsoft Office package & tech savvy to pick up technical details and make efficient use of various softwares & dashboards once training is imparted.
• d) Willingness to respond to out of hours calls/emails relating to urgent queries is a requirement for this role.
• We can offer.
• A chance to join an engaging team of brilliant people with in-depth expertise and industry experience.
• An opportunity to make an impact on the decarbonization of the shipping industry.
• Competitive benefits.
• Innovative tasks and development.
• Development possibilities.

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