We are seeking a Technical Solutions Specialist (Marine Communications) to join our team and provide exceptional technical support and customer solutions in our Maritime telecommunication solutions provided to the commercial marine and offshore vessels. In this hybrid role, you will combine your technical expertise with your customer-centric approach to ensure a seamless experience for our marine customers. As a Technical Solutions Specialist, your responsibilities will include:
- Working with customers to understand their networking requirements and propose network design and equipment to meet the requirements.
- Engaging with customers to understand their technical issues, inquiries, and requirements.
- Troubleshooting and resolving complex technical problems by utilizing your in-depth marine telecommunications knowledge and analytical skills.
- Providing step-by-step guidance and clear instructions to customers on how to resolve technical issues independently or with remote assistance.
- Collaborating with members of cross-functional teams, including service engineers, product managers, and customer service executives, to escalate and resolve issues that require deeper technical expertise.
- Documenting customer interactions, including the details of technical issues, troubleshooting steps taken, and resolutions provided, in a clear and concise manner.
- Building and maintaining strong relationships with customers, ensuring their satisfaction, and proactively identifying opportunities for improvement.
- Managing customer expectations, setting realistic timelines for issue resolution, and following up to ensure successful outcomes.
- Involving in the planning and assigning standby shift duties for network support team, as well as performing shift duties as required.
- Any other ad hoc tasks required for business needs.
Qualifications:
- Diploma in Information Systems, any relevant field or equivalent practical experience.
- Proven experience in a technical support role, preferably in a customer-facing capacity.
- Strong technical aptitude and ability to quickly learn and understand on systems in the Marine IT networks (LAN setup, switches and routers settings, firewall settings etc)
- Excellent problem-solving skills, with the ability to analyze and resolve technical issues efficiently.
- Outstanding communication and interpersonal skills, with the ability to explain technical concepts to non-technical customers in a clear and concise manner.
- Customer-focused mindset and a passion for delivering exceptional customer experiences.
- Ability to work independently, prioritize tasks effectively, and handle multiple customer inquiries simultaneously.
- Experience with CRM systems, ticketing systems, and remote support tools is preferred.
