Software Support Analyst

Overview

As a Veson Nautical Software Support Analyst you will provide technical support for the world’s leading developer of commercial maritime shipping software. You will have a deep understanding of our customer’s workflow and processes and will work independently and in collaboration to research and troubleshoot issues and implement appropriate solutions. You will assist clients via phone, email, web sessions, and in person. You will manage and document daily reported issues in our bug tracking system. You will collaborate with consulting and project management resources to execute client engagements.

In addition, you will be responsible for identifying and driving business development opportunities for existing customers. As an expert in our products and client profiles, you will drive internal and external communications and information sharing. You will put your excellent writing skills to work to document client profiles and knowledge base content.

Responsibilities

As a Veson Nautical Software Support Analyst you will be regarded as an expert in our products and client profiles, providing technical support for the world’s leading developer of commercial maritime shipping software. Key duties will be:

1. A deep understanding of our customer’s workflow and processes, working independently and in collaboration as necessary to research and troubleshoot issues and implement appropriate solutions.
2. Assisting clients via phone, email, web sessions, and in person.
3. Managing and documenting daily reported issues in our bug tracking system.
4. Collaborating with consulting and project management resources to execute client engagements.
5. Identifying and driving business development opportunities for existing customers.
6. Driving internal & external communication and information sharing and through excellent writing skills, document client profiles and knowledge base content.

Qualifications

1. Fluent English is required - Mandarin and/or Japanese beneficial, but not essential and other languages welcome!

At least one of the three following criteria plus the above language requirement should apply to you:

1. 1 year + of in-house superuser or L1 & L2 enterprise software applications support/helpdesk experience: ideally ERP, accounting, operations or finance related.
2. BSc/MSc level Maritime industry related studies.
3. Maritime operations related experience.

Plus

1. BSc Degree level or above in Finance, IT, Maritime, Business or Engineering related subject.
2. Proven ability to proactively address customer concerns and exceed expectations.
3. Enjoys working with software and computers and ideally a working knowledge of Windows Server and Microsoft SQL Server.
4. Strong written and oral communication skills.
5. Demonstrated planning and organisational skills.
6. Analytical thinking and attention to detail.
7. Passion for real-time problem solving and troubleshooting complex problems.
8. Willingness to conduct ad-hoc or exploratory testing.
9. Desire to work in fast-paced, entrepreneurial setting.
10. Ability to rapidly adapt to changing systems and environments; proactive, positive approach to work.

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. While we try to be thorough with our job descriptions, not everything about you as a candidate can be condensed into a list of bullet points.

Beneficial Skills (Not Essential)

1. ETRM, CTRM or other trading and financial services related user experience.
2. Computer skills and understanding of network and software technology such as SQL, Shell Scripting, Power BI or Tableau.
3. Familiarity with helpdesk and defect tracking tools such as Jira, Confluence a plus.

About Veson Nautical

We are a team of multi-cultural, multi-disciplined professionals that are dedicated to making our clients successful and charting a new, innovative course for the commercial marine industry. Veson Nautical employs a staff of extremely capable creators and innovators all focused on meeting the goals of our clients. We invest extensively in employee development and experience to maintain focus and enthusiasm. The Veson Nautical team is made up of a dynamic blend of engineers, artists, sailors, teachers, brokers, bankers, traders, consultants, and customer service experts.

Veson Nautical is a successful, rapidly growing global software company. Our clients are the world’s leading commercial maritime owners, operators and commodity trading companies. Veson’s solutions enable our clients to identify new opportunities and proactively manage their business to make more profitable decisions. With offices in Singapore, London, Tokyo and Houston and headquarters in Boston, USA, Veson Nautical is a dynamic organization with a committed team of professionals. Dedicated to ensuring the highest levels of client satisfaction, Veson Nautical brings decades of experience, technical knowledge, enthusiasm and commitment to clients around the world. The combination of exceptional market growth and leading market position make this a superb opportunity for the right candidate.