Technical Support Specialist (1st Level Technical Support)

About the Role

As Technical Support Specialist in StormGeo, you will provide first level technical support to our voyage planning software and digital publications software clients. The overall responsibility of the Technical Support Specialist is to solve support cases received from our end users within given KPIs, leaving happy clients. At StormGeo, the Technical Support Specialist work is organized in a 24/7 shift system split between teams in Europe and APAC to provide best possible response times to our global client base. You will report to the Regional Team Leader for Technical Support APAC and can be based in any APAC StormGeo office location.

Main Responsibilities

• Provide client support for our onboard products via phone, email, and remote desktop connections
• Continuously update our knowledge database with new articles based on your case resolutions
• Suggest improvements for better performance of the products and services based on end-user input or own findings
• Support or conduct software installations and end-user training where needed
• Work inside the 24/7 shift system including night shifts and weekend duties

Core Requirements

• Experience as a Technical Support agent in an international environment within a matrix organizational structure
• Education in technical and/or maritime, such as but not limited to Computer Science, Nautical Studies
• Maritime experience and qualifications especially bridge/navigation
• Ability to investigate technical problems thoroughly
• Demonstrated creativity in problem-solving
• Proficiency in structuring and managing work tasks efficiently
• Capability to follow available instructions when addressing technical issues
• Previous experience in Customer Service or Technical Support roles in maritime software products, particularly at the frontline
• Utilization of IT skills to comprehend and troubleshoot software installations, operating systems, and related issues
• Fluency in English, both written and oral (proficiency in additional languages is advantageous)
• Background as a service engineer in the maritime sector and familiarity with the constraints and challenges involved in resolving technical issues on board ships is desired

Company Offers

• Smart, creative, and innovative environment, where you'll work alongside a talented and supportive team of professionals
• Unleash your potential with international development opportunities
• Enjoy a competitive compensation package
• Global mission - Every day, we enable our clients to navigate a changing environment by unlocking the value of data

StormGeo has a stimulating international working environment. Diversity in the workplace is essential to StormGeo and we encourage candidates from all backgrounds, communities, and industries to apply. We have a dynamic international working environment where we challenge, encourage, and support each other. Salary is by agreement, and we give flexible working hours where possible. StormGeo is committed to diversity and offers family-friendly policies.

How to Apply

To apply for the position, kindly utilize the provided application link. It's important to note that applications and CVs submitted via email will not be considered. We will be reaching out to suitable candidates continuously, so we encourage you to submit your application promptly if you are keenly interested. For any inquiries or concerns, please feel free to contact us without hesitation. Your interest is greatly appreciated.

For further information please contact:

Dennis Thielsen, Vice President P&N Operations StormGeo, dennis.thielsen@stormgeo.com

Delwin Yeo, Regional Team Leader Technical Support P&N APAC, delwin.yeo@stormgeo.com

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