Client Support Specialist

Veson Nautical • Boston, MA

2d • Hybrid

About The Position

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 as necessary 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.

Requirements

• 0-3 years software support or maritime industry experience
• Proven ability to proactively address customer concerns and exceed expectations
• Demonstrated planning and organizing skills
• Analytical thinking and attention to details
• Passion for real-time problem solving and troubleshooting complex problems
• Generally enjoys working with software and computers
• Willingness to conduct ad-hoc or exploratory testing
• Solid computer skills and understanding of network and software technology
• Strong written and oral communication skills
• Desire to work in fast-paced, entrepreneurial setting
• Ability to rapidly adapt to changing systems and environments; proactive, positive approach to work

Nice To Haves

• Coding ability a plus
• Familiarity with a defect tracking tool a plus
• Maritime industry experience a plus
• Experience with Jira or equivalent system a plus.

Responsibilities

• Provide technical support for commercial maritime shipping software.
• Research and troubleshoot issues and implement appropriate solutions.
• Assist clients via phone, email, web sessions, and in person.
• Manage and document daily reported issues in a bug tracking system.
• Collaborate with consulting and project management resources to execute client engagements.
• Identify and drive business development opportunities for existing customers.
• Drive internal and external communications and information sharing.
• Document client profiles and knowledge base content.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed