Technical Solutions Expert for Maritime Shipping Software
6 days ago
You will provide technical support to our clients, assisting them through various communication channels. Daily reported issues will be managed and documented in our bug tracking system.
Collaboration with consulting and project management resources is required to execute client engagements. As a subject matter expert on our platform, you will work closely with the infrastructure and engineering departments to drive efficient solutions that contribute to employee and customer success.
Key Responsibilities- Main contact for technical aspects of client projects, including reports customization, master data upload, and integration in new client projects and migrations.
- Provide training to other members on technical topics.
- Write transformations to convert file formats and update systems.
- Assist as a second level for technical problems.
- Diagnose technical issues at a subject matter expertise level.
- Consistently provide excellent customer service.
- Navigate and execute within our Atlassian tool sets JIRA Service Desk, JIRA Software, and Slack.
- Communicate status updates to management in a professional and understandable manner.
- Communicate with customers at all levels of the organization.
- Diagnose login, application, email, hardware, performance, and advanced connectivity issues.
- Create and maintain documentation and training materials.
- Manage priorities with minimal guidance.
- Research and recommend solutions to enhance experiences for employees and customers.
- Manage JIRA cases and follow runbooks to complete client requests.
- Paying close attention to detail and following detailed instructions.
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