Job Description

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• A deep understanding of our customer\'s workflow and processes, working independently and in collaboration as necessary to research and troubleshoot issues and implement appropriate solutions
• Assisting clients via phone, email, web sessions, and in person.
• Managing and documenting daily reported issues in our bug tracking system
• Collaborating with consulting and project management resources to execute client engagements
• Identifying and driving business development opportunities for existing customers
• Driving internal & external communication and information sharing and through excellent writing skills, document client profiles and knowledge base content

• 1 year + of in-house superuser or L1 & L2 enterprise software applications support/helpdesk experience: ideally ERP, accounting, operations or finance related
• BSc/MSc level Maritime industry related studies
• Maritime operations related experience
• BSc Degree level or above in Finance, IT, Maritime, Business or Engineering related subject
• Proven ability to proactively address customer concerns and exceed expectations
• Enjoys working with software and computers and ideally a working knowledge of Windows Server and Microsoft SQL Server
• Strong written and oral communication skills
• Demonstrated planning and organisational skills
• Analytical thinking and attention to detail
• Passion for real-time problem solving and troubleshooting complex problems
• Willingness to conduct ad-hoc or exploratory testing
• Desire to work in fast-paced, entrepreneurial setting
• Ability to rapidly adapt to changing systems and environments; proactive, positive approach to work
• ETRM, CTRM or other trading and financial services related user experience
• Computer skills and understanding of network and software technology such as SQL, Shell Scripting, Power BI or Tableau
• Familiarity with helpdesk and defect tracking tools such as Jira, Confluence a plus

Royal Ocean Marine