Service Desk Operator – APAC (Shift based)

Responsibilities Based out of the Philippines, as a Veson Nautical Service Desk Operator (Shift based) you will provide technical support for the world’s leading developer of commercial maritime shipping software. You will work independently and in collaboration to research and troubleshoot issues and implement appropriate solutions. You will assist clients via phone, email, web sessions. You will manage and process daily requests or reported issues in our bug tracking system. You will collaborate with Software Analyst resources to execute client requests. Key Responsibilities: Customer Support: Act as the first point of contact for users seeking technical assistance via phone, email, or ticketing system. Request Processing, Issue Triage: Receive, Process incoming support requests, ensuring accurate administration of service requests. Troubleshooting: Provide initial diagnosis and attempt to resolve technical issues related to hardware, software, and network connectivity. Resolution and Escalation: Resolve user problems within established guidelines or escalate to appropriate support teams or higher-level technicians when necessary. Communication: Keep users informed about the status of their requests and provide timely updates on issue resolution progress. Process Improvement: Identify recurring issues and suggest improvements to streamline support processes for enhanced efficiency. Requirements: Basic understanding of IT systems, hardware, software, and networking concepts. Familiarity with ticketing systems or service desk software. Patience, empathy, and a customer-centric approach to problem-solving. Careful and Meticulous in their work. Ability to prioritize and manage multiple tasks in a fast-paced environment. Able to do shift work, shifts can start in the evening and end after midnight. Shift work will be on a work from home basis. Education and Experience: High school diploma or equivalent required; Bachelor’s degree in IT or related field is a plus. Prior experience in customer service, technical support, or a help desk environment is beneficial. About Veson Nautical We are a team of multi-cultural, multi-disciplined professionals that are dedicated to making our clients successful and charting a new, innovative course for the commercial marine industry. Veson Nautical employs a staff of extremely capable creators and innovators all focused on meeting the goals of our clients. We invest extensively in employee development and experience to maintain focus and enthusiasm. The Veson Nautical team is made up of a dynamic blend of engineers, artists, sailors, teachers, brokers, bankers, traders, consultants, and customer service experts. Veson Nautical is a successful, rapidly growing global software company. Our clients are the world’s leading commercial maritime owners, operators and commodity trading companies. Veson’s solutions enable our clients to identify new opportunities and proactively manage their business to make more profitable decisions. With offices in UK, Athens, Singapore, Tokyo, Houston, Manila, Shanghai, Seoul, Dubai and headquarters in Boston, USA, Veson Nautical is a dynamic organization with a committed team of professionals. Dedicated to ensuring the highest levels of client satisfaction, Veson Nautical brings decades of experience, technical knowledge, enthusiasm and commitment to clients around the world. The combination of exceptional market growth and leading market position make this a superb opportunity for the right candidate. #LI-Hybrid