Client Support Specialist (Software Support Analyst)

About the role

Veson Nautical, a global software company serving commercial maritime shipping software clients, is hiring a Client Support Specialist (internally a Software Support Analyst) in Boston, Massachusetts. The role provides technical support to customers, works independently and collaboratively to research and fix issues, and also drives business development opportunities for existing customers.

Key responsibilities

• Provide technical support by phone, email, web sessions and in person, handling inquiries from creation to resolution
• Research and troubleshoot issues and implement solutions, becoming a subject matter expert on maritime industry and Veson software
• Manage and document daily reported issues in the bug tracking system
• Escalate priority issues with Product, Development and Infrastructure resources
• Identify and drive business development opportunities for existing customers
• Document client profiles and knowledge base content, and share information internally and externally
• Maintain relationships with key end users and business partners

Required profile

• At least one of: 1+ year of in-house superuser or enterprise software support (ideally ERP, accounting, operations or finance); maritime industry studies; or maritime operations experience
• BSc degree or advanced diploma in Economics, Finance, IT, Maritime, Business or Engineering
• Fluent Greek and English; additional languages welcome
• Planning, analytical and attention-to-detail skills, and willingness to do ad-hoc testing

Required skills

• JIRA Service Desk, JIRA Software and Slack
• Windows Server and Microsoft SQL Server (ideally)
• Beneficial: ETRM, CTRM, SQL, Shell scripting, Power BI, Tableau, Jira and Confluence