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Support Consultant
2 weeks ago
Do you have a proven history in a technical support role working on high level issues and projects in a timely manner? And do you have a true passion for customer service? We are continuing to build a brilliantly talented team in Singapore right now and would love to hear from you if this sounds like you, and you are based in the region.- As part of our Customer Success Team this role is the escalation point for Fleet (Tero Marine) managing the high level technical issues for our customers’ global base of TM Master users which cannot be resolved by our Tier 1 support team.**Location**: Singapore office (hybrid role)**The role **Responsibility is ultimately to handle support cases as and when they arise from our international base of customers - these cases are escalated from first line (T1) to Fleet (T2). As well as this, you’ll be responsible in the delivery of projects, implementation processes, and delivering product training & workshops to the Tero Marine international base of customers. It’s a really varied role which would suit someone with not just the required experience, but great customer facing skills, and the willingness to learn and improve existing skills.Key Responsibilities:
- Recording and managing support cases for Tero Marine products
- Actively managing your own support and project workload
- Coherently communicating resolutions to customers with varying level of technical expertise - from IT specialists to offshore personnel
- Attending customer meetings, customer events, conferences, and user-forums
- Conducting training courses and demos of Tero Marine products - TM Master, TM Insights, and other software
- Some domestic and international travel will be required
Skills, Knowledge, and Expertise:
- Proven experience in a similar support role
- Experience of using ticketing system such Freshdesk, Kayako and Zen Desk
- A good command of the English language - written and oral
- A good working knowledge of Remote Administration software such as TeamViewer / RDP
- Microsoft Accredited or Industry recognized qualification for Microsoft SQL server
- A good working knowledge of Microsoft Excel
- A good working knowledge of Windows Operating Systems
- Excellent analytical and problem-solving skills
- Good communication and collaboration skills
- Strong track record of self-motivation whilst working independently
- Driven by results and a desire to succeed
**Desirable experience and skills (not essential)**:
- Maritime sector experience
- Working exposure to T-SQL, Microsoft Access, and other database platforms
- Good understanding of networking and mail protocols
- Experience in software training
**Benefits**:
- Highly competitive salary
- PMI, Dental, Health screening, and Outpatient cover
- Pension
- Internal mobility options available - we post all vacancies on our internal job board and encourage all Oceaneers to make their next move within OTG
- A culture of continuous development and growth
**Location**:SingaporeAbout Ocean Technologies Group
**The Ocean Technologies Group is a global learning and operational technology company dedicated to realising the potential of every seafarer and every ship.**
The group is built on historic and iconic maritime brands with over 60 years’ collective experience of helping the most successful ship operators achieve the highest standards of safety and operational excellence.
Together, our companies boast an unrivalled network of over 1,400 customers, 20,000 vessels and over 1,000,000 seafarers with the biggest data rich picture of learning and development behaviour in maritime history.
It is this collective knowledge, experience and ability to collaborate with our partners, that will empower the Ocean Technologies Group to help to make the industry safer, stronger and able to excel.
**Department**
Revenue
**Employment Type**
Permanent
**Location**
Singapore
**Workplace type**
Hybrid
