CUSTOMER SUPPORT SERVICE| Restaff

Our client is a well-established, prestigious company dedicated to building a future where cargo owners have real-time visibility of their vessels, cargoes, and maritime assets, with total transparency to risk, hidden cost, inefficiency, and waste. For your information, the client ranks among the most significant energy and engineering employers. They offer employees opportunities for growth and career development in various fields, including aerospace, defense, entertainment, logistics, robotics, and automation.
They address serious industry challenges where there needs to be more transparency, inherent conflicts of interest, tremendous waste, and misinformation. This environment results in delays, reactive decision-making, unnecessary risk, excess cost, and other environmental impacts. This presents an incredible opportunity to revitalize the way the industry currently does business by more effectively using data and technology, getting away from paper-driven tasks, and aging legacy applications.
They provide a combination of software-as-a-service (SaaS) products, data science tools, and resourcing services to give cargo owners real-time visibility of their vessels, cargoes, and maritime assets. The service provides transparency to risk, hidden costs, inefficiency, and waste and provides solutions to significantly save time and money and improve decision-making

Product Knowledge: Developing a thorough understanding of the SaaS product to effectively assist customers with their inquiries.
Inquiry Handling: Responsively and accurately addressing customer questions and concerns through various communication channels.
Problem Resolution: Skillfully troubleshooting and resolving technical issues reported by customers to ensure their satisfaction with the product.
Escalation Management: Recognizing and escalating complex or persistent issues to the appropriate technical support team for further investigation and resolution.

A POTENTIAL CANDIDATE WILL HAVE

Must-Have:

Excellent communication skills: clear and effective communication, both verbal and written;
Problem-solving abilities;
Didactic approach to knowledge transfer both internally and towards customers;
Empathy and patience;
Time management skills;
Teamwork and collaboration;
Attention to detail;
Technical background preferably within IT/support (previous experience with SaaS is a bonus);
Fluent in English (both written and verbal).
Willing to incur in a weekend support rotation (on-call).

Bonus wishlist:

Familiar with tools to track cases and customer interaction (ServiceNow, Jira);
ServiceNow system administration;
Knowledge base production and management;
Industry-specific knowledge (SaaS, Maritime, B2B);
Previous experience with software testing;
Cross-cultural competence;
Continuous learning mindset;
Analytical skills: ability to analyze customer
Creativity and innovation: being able to think outside the box and propose innovative solutions to customer challenges.

SOME OF OUR BENEFITS

13th-month salary bonus provided to all staff members.
Comprehensive healthcare insurance package for you and your dependents.
Annual health check-up included.
12 days of annual leave per year, with the opportunity for 1 additional day per year, up to a maximum of 18 days. Additionally, 3 special Restaff holidays are granted on December 24th, 25th, and 26th.
Hybrid working model allowing for 1 day per week of remote work.
English-speaking working environment.
Overseas business trip opportunities available.
Sponsorship and encouragement for staff members to pursue further education through coverage of tuition fees and examination costs.
Product-oriented approach with an agile project management style, offering a dynamic work environment and the chance to gain expertise in the latest technologies.
Regular gathering parties and team-building activities.
Complimentary coffee (including cappuccino, cafe latte, latte macchiato, etc.), milk, and juice.
Working hours from 9 am to 6 pm, Monday to Friday, with a one-hour lunch break and a thirty-minute break in the afternoon.
Annual Performance Appraisal opportunities
And much more!

If this interests you, please contact us for a coffee. So we can share and learn more about you.