Role and Responsibilities:

• Monitor and diagnose the performance of N4 TOS software and associated systems.

• Consult with customers to troubleshoot and resolve reported issues related to N4 TOS software.

• Review and administer customer software setups and configurations, ensuring alignment with best practices.

• Respond to and resolve customer inquiries in accordance with Service Level Agreements (SLAs), maintaining high standards of service delivery.

• Standby for critical P1 incidents, with availability to work weekends or shifts as necessary to support customers 24/7.

Qualifications:

• Bachelor’s degree or relevant college qualification.

• Minimum of 3 years of experience as a services consultant or support engineer for mission-critical enterprise software or in a related field.

• In-depth technical expertise with a proven ability to troubleshoot incidents effectively.

• Highly self-motivated and detail-oriented with a focus on achieving results.

• Strong analytical and problem-solving capabilities.

• Ability to prioritize tasks effectively in high-pressure environments.

• Strong customer service orientation, ensuring customer satisfaction.

Knowledge, Skills and Abilities:

• Experience in the maritime or logistics industry is highly desirable.

• Familiarity with N4 Terminal Operating System (TOS) is a significant advantage.

• Experience working in distributed, virtual teams, demonstrating effective collaboration.

• Positive attitude and strong work ethic, with a commitment to excellence.

• Professional demeanour, personality, and communication skills.

• Effective verbal and written communication abilities, facilitating clear information exchange.

• Excellent organizational and multitasking skills, ensuring efficient workflow.

• Outstanding customer service and follow-up skills, promoting strong customer relationships.

• Strong listening skills to understand customer needs and concerns.

• Proven ability to complete tasks and meet deadlines consistently.

• Demonstrated pride in work, team, and company objectives.

• Exhibits relentless energy and enthusiasm in professional endeavours.

• Ability to work effectively in a team environment and follow instructions accurately.

• Multilingual capabilities are a plus.