Software Support Analyst

Role overview

Responsibilities

• Become a subject-matter expert on the commercial maritime industry and Veson products.
• Manage customer support inquiries from creation to resolution, meeting internal timeliness, quality, and process expectations.
• Diagnose technical issues independently and as part of a team; use JIRA Service Desk, JIRA Software, and Slack.
• Address customer concerns and manage priority escalations with Product, Development, and Infrastructure.
• Document solutions, customer information, client profiles, and knowledge-base content.
• Build relationships with end users and business partners and communicate with customers at all organisational levels.
• Update management on initiative status clearly and professionally.
• Collaborate with consulting and project-management teams on client engagements and identify business-development opportunities with existing customers.

Background pathways

• At least one of the following should apply: 1+ year of in-house superuser or enterprise software application support experience; BSc/MSc-level maritime-related studies; or maritime operations experience.
• Enterprise application support experience ideally involves ERP, accounting, operations, or finance systems.

Additional and beneficial qualifications

• A related degree or advanced diploma in economics, finance, IT, maritime, business, or engineering is a plus.
• Customer-focused communication, planning, organisation, analytical thinking, attention to detail, and complex troubleshooting are listed as positive qualifications.
• Windows Server and Microsoft SQL Server knowledge, fluent English, and additional languages are welcome but not stated as mandatory.
• ETRM/CTRM or financial-services user experience and SQL, shell scripting, Power BI, Tableau, Jira, or Confluence familiarity are beneficial, not essential.
• Willingness to undertake ad-hoc or exploratory testing and adapt to changing systems is valued.

About Veson Nautical