Product Support Analyst

Job Overview:
We are seeking a highly motivated and experienced Product Support Analyst to join our dynamic team. The ideal candidate will serve as the primary resource for understanding our product, providing exceptional support, and ensuring customer satisfaction. This role requires a strong understanding of Marine operations, excellent problem-solving skills, and a customer-first approach to effectively address and resolve customer issues.

Detailed Job Description:

Product Expertise:

• Become a product expert and serve as the primary resource for understanding our product’s functionality and features.

Customer Support:

• Provide high-quality support via phone, email, and chat to help customers troubleshoot and resolve any issues.
• Educate and support internal users, reducing reliance on support by sharing product knowledge.

Process Improvement:

• Identify and recommend process improvements to enhance customer satisfaction and operational efficiency.
• Work closely with the engineering team to detect and resolve issues before they impact customers.
• Provide feedback to the product team on potential enhancements and improvements.

Collaboration:

• Work closely with the sales and customer success teams to provide product-based support and ensure a seamless customer experience.
• Follow standard procedures for timely escalation of unresolved issues to the appropriate internal teams.

Training and Demonstrations:

• Conduct training sessions and product demonstrations for internal and external customers.

Data Analysis and Reporting:

• Extract, analyze, and report on data to identify trends and areas for improvement.
• Utilize knowledge of database tables, SQL, web services, and APIs to support technical troubleshooting.

Customer Focus:

• Maintain a customer-first attitude with strong empathy and follow-up skills.
• Demonstrate the ability to troubleshoot complex issues and develop creative solutions.
• Adapt and stay flexible in a fast-paced, evolving technical environment.

Team Collaboration:

• Act as a supportive team player, sharing newly learned knowledge and stepping in for colleagues as needed.

Work Schedule and Flexibility:

• This position follows an Office/Hybrid working model.
• Candidates should be willing to work on rotational shifts as per business needs.

Required Skills & Attributes:

• Eagerness to learn new skills and adapt to emerging technologies.
• Strong critical thinking and problem-solving abilities.
• Highly detail-oriented with a quality-focused mindset.
• Self-starter with a proactive approach to challenges.
• Strong organizational skills and the ability to structure ambiguous problems effectively.

Work Experience Requirements:

• 3-5 years of relevant hands-on product support experience with global customers.
• Experience with JIRA/Confluence, Zendesk/Freshdesk is a plus.
• Fluent in English with excellent listening, verbal, and written communication skills.

Technical Skills:

• Strong data extraction, analysis, and reporting capabilities.
• Familiarity with cloud software, developer tools, web services, and APIs.
• Knowledge of common data formats such as JSON and XML.
• Experience in SaaS or other tech startups is a plus.

Education Requirements:

• Bachelor's degree in any stream.
• Knowledge of the Maritime industry is desirable.