Job Summary

The Support Specialist reports to the Customer Service Team Lead and assists in managing customer inquiries, delivering products, resolving issues and provide information about NAVTOR products and services. The goal is to ensure excellent service standards and maintain high customer satisfaction.

Responsibilities:

1. Respond to Customer Inquiries: Address customer questions and concerns via phone, email, and chat in a timely and professional manner.

2. Product Delivery Coordination: Ensure accurate and prompt delivery of NAVTOR products to customers.

3. Issue Resolution: Troubleshoot and resolve customer issues, escalating to the Customer Service Team Lead when necessary.

4. Product Information: Provide detailed information about NAVTOR products and services to customers, helping them understand features and benefits.

5. Customer Feedback: Collect and document customer feedback to help improve products and services.

6. Service Standards: Maintain high service standards to ensure customer satisfaction and loyalty.

7. Team Collaboration: Work closely with the global support team and other team members to ensure a cohesive approach to customer support.

8. Training and Development: Participate in ongoing training to stay updated on NAVTOR products and services.

It should be noted that the above list of main duties and responsibilities is not necessarily a complete statement of the final duties of the post. 

Qualifications & Experience Needed:

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience.

• 2+ years of experience in customer support or technical support, preferably in a software company

• Experience in Marine industry is a plus

• Proficiency in using and troubleshooting software products. Familiarity with support ticketing systems and project management tools is a plus

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical customers

• Strong analytical and problem-solving abilities, with a keen attention to detail

• A passion for delivering exceptional customer service and ensuring customer satisfaction

• Ability to work effectively in a global team environment and collaborate with colleagues across regions

We regret to inform that only shortlisted candidates will be shortlisted and notified.