Analyst-Product Support

Brief Description

Support Analyst is responsible for providing primary technical support for company customers and end-users i.e., Vessels. One of their primary jobs is to respond to service tickets and assist with all technical related issues including software installations, hardware malfunctions, network failures & operational issues (under guidance from SME).

Job Overview, Roles & Key Responsibilities

Provide product support, assistance to customers & update status on the dashboard promptly.

Responding to technical support tickets under guidance of SME.

Create vessel configurations.

Carry out and oversee installations on board.

Maintain documentations for all support activities including product development, enhancement, and marketing activities.

Provide product trainings to staffs and customers.

Document all support activities, customer issues and resolutions for ready reference.

Identifying the nature of the hardware, software, or networking issue and escalate it to concerned team with assistance of Manager.

Managing client wise progress status for trial vessels & follow up on the pending items.

Rotational Support (as per the roster) to customer on weekends.

Navbox Backoffice Operations

Adhere to the process document and Guidelines without deviations.

Achieve agreed KPI's given by the reporting Manager.

Any Ad-hoc Function as assigned by the reporting Manager

Minimum Qualifications:

• Graduation in IT from A or B grade colleges with Good academic scores.
• Trainee Marine Engineer with a minimum sailing experience of 6 months.

Required Skills/Behaviors to be successful in this role

a) Excellent communication skills, verbal, and written ability to thrive in a deadline-driven, team environment, while also delivering results. Driven, enthusiastic, and highly motivated high attention to detail and ability to multitask.

b) Familiarity with networking systems, protocols & knowledge of remote desktop support systems c) Well conversant with Microsoft Office package & tech savvy to pick up technical details and make efficient use of various software's & dashboards once training is imparted.

d) Willingness to respond to out of hours calls/emails relating to urgent queries is a requirement for this role.

We can offer

• A chance to join an engaging team of brilliant people with in-depth expertise and industry experience
• An opportunity to make an impact on the decarbonization of the shipping industry
• Competitive benefits
• Innovative tasks and development
• Development possibilities