Brief Description

Support Analyst is responsible for providing primary technical support for company customers and end-users i.e., Vessels. One of their primary jobs is to respond to service tickets and assist with all technical related issues including software installations, hardware malfunctions, network failures & operational issues (under guidance from SME).

Job Overview, Roles & Key Responsibilities

• Provide product support, assistance to customers & update status on the dashboard promptly. • Responding to technical support tickets under guidance of SME. • Create vessel configurations. • Carry out and oversee installations on board. • Maintain documentations for all support activities including product development, enhancement, and marketing activities. • Provide product trainings to staffs and customers. • Document all support activities, customer issues and resolutions for ready reference. • Identifying the nature of the hardware, software, or networking issue and escalate it to concerned team with assistance of Manager. • Managing client wise progress status for trial vessels & follow up on the pending items. • Rotational Support (as per the roster) to customer on weekends. • Navbox Backoffice Operations • Adhere to the process document and Guidelines without deviations. • Achieve agreed KPI’s given by the reporting Manager. • Any Ad-hoc Function as assigned by the reporting Manager

Minimum Qualifications:

• Graduation in IT from A or B grade colleges with Good academic scores.

• Trainee Marine Engineer with a minimum sailing experience of 6 months.

Required Skills/Behaviors to be successful in this role

a) Excellent communication skills, verbal, and written ability to thrive in a deadline-driven, team environment, while also delivering results. Driven, enthusiastic, and highly motivated high attention to detail and ability to multitask. b) Familiarity with networking systems, protocols & knowledge of remote desktop support systems c) Well conversant with Microsoft Office package & tech savvy to pick up technical details and make efficient use of various software’s & dashboards once training is imparted. d) Willingness to respond to out of hours calls/emails relating to urgent queries is a requirement for this role.

We can offer

• A chance to join an engaging team of brilliant people with in-depth expertise and industry experience

• An opportunity to make an impact on the decarbonization of the shipping industry

• Competitive benefits

• Innovative tasks and development

• Development possibilities