Software Support Analyst

Description Overview 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 Responsibilities As a Veson Nautical Software Support Analyst you will be regarded as an expert in our products and client profiles, providing technical support for the world’s leading developer of commercial maritime shipping software. Key duties will be:  A deep understanding of our customer’s workflow and processes, working independently and in collaboration as necessary to research and troubleshoot issues and implement appropriate solutions Assisting clients via phone, email, web sessions, and in person. Managing and documenting daily reported issues in our bug tracking system Collaborating with consulting and project management resources to execute client engagements Identifying and driving business development opportunities for existing customers Driving internal & external communication and information sharing and through excellent writing skills, document client profiles and knowledge base content Qualifications Fluent English is required - Mandarin and/or Japanese beneficial, but not essential and other languages welcome! At least one of the three following criteria plus the above language requirement should apply to you: 1 year + of in-house superuser or L1 & L2 enterprise software applications support/helpdesk experience: ideally ERP, accounting, operations or finance related BSc/MSc level Maritime industry related studies Maritime operations related experience Plus: BSc Degree level or above in Finance, IT, Maritime, Business or Engineering related subject Proven ability to proactively address customer concerns and exceed expectations Enjoys working with software and computers and ideally a working knowledge of Windows Server and Microsoft SQL Server Strong written and oral communication skills Demonstrated planning and organisational skills Analytical thinking and attention to detail Passion for real-time problem solving and troubleshooting complex problems Willingness to conduct ad-hoc or exploratory testing Desire to work in…