About the role
StormGeo is seeking a dedicated T1 Technical Support Specialist team member to join our Planning & Navigation team. This role is pivotal in ensuring our clients receive top-notch support, helping them manage and maintain the integrity of their data related to StormGeo products and services.
In this role, you will provide first-level technical support to customers using our voyage planning software and digital publications solutions. Your overall responsibility will be to resolve support cases received from end users within defined KPIs, ensuring a positive customer experience. At StormGeo, the Technical Support Specialist role operates within a 24/7 shift system, shared between teams in Europe and APAC, to deliver timely support to our global customer base.
This position is based in Aberdeen, Bristol, UK, or Athens, Greece.
Main Responsibilities
* Analyze case, select a suitable guideline/instruction for case resolution and provide assistance to clients.
* Update case information in ticketing system to provide other stakeholders with information on status, root cause, and estimated time to fix.
* Support in software release rollouts and case documentation.
* Liaise with 3rd party providers (e.g. digital content/data) for case resolution.
* Provide input to Product Management & Development based on case work.
* Apply own problem-solving methods for unknown cases and/or escalation to T2 Support.
Key Requirements
* Experience in maritime, or relevant customer, product support roles.
* Strong problem-solving skills and technical acumen within standardized reports.
* Ability to identify common issues and propose procedural and business requirements for technical resolution.
* Solid verbal and written communication skills in English.
* Ability to work independently and as part of a team in a flexible work environment.
* Strong attention to detail and data entry accuracy.
* Education in technical or maritime, such as but not limited to Computer Science and Nautical Studies.
Company Offers
* Global mission - Every day, we enable our clients to navigate a changing environment by unlocking the value of data.
* Smart, creative, and innovative environment, where you'll work alongside a talented and supportive team of professionals.
* Hybrid Work Model.
* International development opportunities to support your professional growth.
If you're a skilled T1 Technical Support Specialist with a passion for impactful decisions and working with a dynamic team, apply now to join StormGeo!
We value diverse perspectives and welcome candidates from all backgrounds and industries. StormGeo offers a stimulating international environment where we challenge, encourage, and support each other.
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