Shipfix is the market leading data intelligence platform for shipping and commodities. Our proprietary artificial intelligence-driven tools aggregate cargo, freight, port and vessel information to enable the daily workflows of maritime and trade professionals and to address key challenges faced by the industry that Shipfix has proven to overcome.
At Shipfix, we have fully embraced a remote work policy. We don't think collaborative teamwork requires us to be physically in the same office so we'll be happy to welcome you, wherever you're based. That being said, we also keep in mind that not everyone can or is happy working from home so we can always provide access to your local co-working space.
About the role
As a Customer Support Executive (CSE) you will have a key role in the support and issue resolution for our clients.
The role will include (but is not limited to) the following responsibilities:
Identify, categorise, reproduce, report and take ownership of customer issues:
Timely acknowledgement of issue(s)
Connect with customers to quickly get to the root of their problem
Talk clients through or show a series of actions, either via phone, email, chat, or video until they’ve solved a technical issue
Diagnose and resolve technical connection issues including account setup and network configuration
Transparently and clearly log or ticket issues that require further support and cannot be resolved promptly
Manage customer expectations and see problems through to resolution
Following up with customers to ensure problems are effectively resolved
Managing the pipeline of issues
Ensure all issues are properly logged
Prioritise and process customer support requests submitted by telephone, email, live chat or instant message
Manage multiple cases at one time
Properly escalate unresolved issues to appropriate internal teams (e.g. Quality Assurance, Product Owners & Software Developers)
Improve our technical support infrastructure
Create and maintain internal knowledge libraries and contribute to the creation of user-facing content
Provide support in the form of process documentation
Test and evaluate new releases / fixes
Learn how to use database systems and technology to deliver great customer care
Perks and Benefits
Degree in Computer Science, IT or Software Engineering
Certification in Microsoft, Linux, or Cisco is advantageous
Prior experience in SaaS tech support, Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Experience with remote desktop applications and help desk software
Prior experience working with Zendesk or other servicing SaaS is preferred
Good understanding of computer systems, mobile devices and other tech products
Attention to detail and good problem-solving skills and interpersonal skills
Strong written and verbal communication
Language skills (English/French) is advantageous
If you’re naturally a helper, enjoy assisting people with software issues and are able to explain technical details simply, we’d like to meet you.
Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Shipfix is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, age, disability, gender, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sexual orientation or veteran status.