Software Support Analyst

About the role

Veson Nautical is looking for a Software Support Analyst to provide technical support for its customers, the world's leading developers of commercial maritime shipping software. The role combines hands-on support and documentation with business development for existing customers. It is advertised as full time and hybrid.

Key responsibilities

• Provide technical support to customers by phone, email, web sessions and in person, handling inquiries from creation to resolution
• Research and troubleshoot issues independently and in teams, 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 English, strong written and oral communication, planning and analytical skills
• Adaptability to fast-paced, entrepreneurial settings and willingness to do ad-hoc testing

Required skills

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