
Customer Support Specialist
7 days ago
GTMaritime is a rapidly growing SaaS business supplying data focused software solutions to 13,500 commercial shipping vessels across the globe. GTMaritime are now looking to expand our Technical Customer Operations team in Singapore.
The Customer Operations team are the face of GTMaritime support and a valuable and integral part of the GTMaritime family. Operating out of our Singapore office, this role is primarily responsible for providing technical support and assistance on GTMaritime's software suite of product to customers in the APAC region and beyond.
A technically strong individual who is a natural communicator is a requirement for this role to:
- Act as a mentor and guide to reseller/partner support teams.
- Maintain a level of excellence in their handling of service-related incidents, providing regular communication until issues are concluded.
- Maintain up to date knowledge of product improvements, bug fixes and new features.
- Conversely reporting feature requests, improvements and bugs internally.
- Contribute to the knowledge database for customer and reseller reference.
- Cooperate with and support other departments to ensure excellent service delivery.
- Assist in operational and user acceptance testing as required.
- Identify and report on incident trends to continuously improve the customer experience.
- Respond to network alerts for first line network administration, escalating complex issues.
- Assist with presales activities and customer onboarding as required.
- Share knowledge across the global teams and ensure handovers between global teams are seamless to the customer.
As an employee owned business, GTMairitime offer an excellent benefits package including a bonus scheme, additional annual leave entitlement, private medical insurance and hybrid working.
**Person Specification**
Minimum 2 years experience in a customer facing, support desk role supporting bespoke IT systems and software.
Excellent communication skills with the ability to adapt communication to the relevant audience.
Ability to work under own initiative and prioritise work effectively.
Positive attitude towards providing excellent customer service.
A team player with a flexible approach.
**Technical Specification**
Windows desktop/server
Cloud based architecture
Experience in the following OS / Software / Applications / Services:
- Windows
- Linux
- Office
- Networking (TCP/IP)
As there is a requirement to troubleshoot mandarin windows operating systems. Proficiency in Mandarin is a must.
**Desirable Requirements**
- ITIL certification.
- Any networking qualification to prove competency (CCNA, CompTIA).
- Knowledge of SDLC processes.
- Knowledge of satellite communications systems and/or the Maritime industry.
**Job Types**: Full-time, Permanent
**Salary**: $4,000.00 - $5,000.00 per month
**Benefits**:
- Additional leave
- Flexible schedule
- Free parking
- Health insurance
- Professional development
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Yearly bonus
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