We are looking for a dedicated T1 Technical Support Specialist to join our Planning & Navigation team. This role ensures our clients receive top‑notch support, helping them manage and maintain the integrity of their data related to StormGeo products and services.
In this role you will provide first‑level technical support to customers using our voyage planning software and digital publication solutions. Your overall responsibility is to resolve support cases received from end users within defined KPIs, ensuring a positive customer experience. The position operates within a 24/7 shift system, shared between teams in Europe and APAC.
Location: Athens, Greece, or Aberdeen, Bristol, UK.
Main Responsibilities
- Analyze case, select a suitable guideline/instruction for case resolution and provide assistance to clients.
- Update case information in ticketing system to provide stakeholders with status, root cause, and estimated time to fix.
- Support in software release rollouts and case documentation.
- Liaise with 3rd party providers for case resolution.
- Provide input to Product Management & Development based on case work.
- Apply problem‑solving methods for unknown cases and/or escalation to T2 Support.
Key Requirements
- Experience in maritime or relevant customer product support roles.
- Strong problem‑solving skills and technical acumen within standardized reports.
- Ability to identify common issues and propose procedural and business requirements for technical resolution.
- Solid verbal and written communication skills in English.
- Ability to work independently and as part of a team in a flexible work environment.
- Strong attention to detail and data entry accuracy.
- Education in technical or maritime fields such as Computer Science or Nautical Studies (or equivalent).
Company Offers
- Global mission – enable clients to navigate a changing environment by unlocking data value.
- Smart, creative, innovative environment with a supportive team.
- Hybrid Work Model.
- International development opportunities.
