Responsibilities:
- Offer technical assistance to clients through phone, email, and chat channels to resolve issues related to our digital solutions.
- Identify and troubleshoot software, hardware, and network problems, collaborating with the development team for resolution.
- Monitor application-related alerts and provide proactive services.
- Escalate complex issues to senior support staff or developers and ensure timely follow-up on resolutions.
- Plan and implement strategies and configuration changes to ensure optimal quality assurance for all applications.
- Create and update technical documentation and knowledge base articles.
- Participate in testing new digital solutions and features.
- Provide training and support to clients for effective use of our digital solutions.
- Collaborate with cross-functional teams to enhance digital solutions and ensure a positive customer experience.
Requirements:
- Possess a Bachelor’s degree or Diploma in Computer Science, Information Technology, Electronics, or a related field.
- Previous experience in technical support, preferably in a software or SaaS company.
- Knowledge of programming languages and Linux Operating System is advantageous.
- Strong understanding of web-based applications, mobile applications, and APIs.
- Familiarity with software development processes and methodologies.
- Knowledge of networking concepts and ability to troubleshoot networking issues.
- Excellent analytical and problem-solving skills.
- Strong written and verbal communication skills.
- Flexibility to work varying hours to support clients in different time zones.
- Willingness to attend onboard vessels/sites.
