Software Customer Support Representative
Posted 13 hours 23 minutes ago by Carina Software Group.
Maron Systems is a specialist software company providing oil accounting and shipping management solutions for the refining, shipping, and terminal sectors. Founded in 2003 and headquartered in South Wales, UK, Maron supports customers worldwide, from multinational enterprises to regional operators. The company operates as part of the Constellation Software group, offering long term stability and access to a global network of technology businesses.
About the role- Provide 1st line diagnostic/troubleshooting support for multiple SaaS products.
- Resolve certain technical inquiries; use technical and product expertise to answer customer questions, troubleshoot and resolve issues while maximizing customer satisfaction.
- Using our support ticketing system, respond to incoming support tickets related to technical questions, service incidents, and other issues.
- Keep track of support tickets and follow through to completion.
- Help lead service outage recovery, coordinating timely communication with customers and internal stakeholders.
- Provide problem response and resolution within established service level agreements.
- Liaise with 2nd and 3rd line support to resolve issues.
- Actively manage and improve self serve support materials and resources.
- Create training materials and train customers; become a subject matter expert who can deliver software demonstrations and provide training.
- Build trust, loyalty and long term relationships with key customer contacts and users.
- Provide monthly and quarterly metrics to clients and management.
- Ensure quality standards are met or exceeded, and processes are continuously improved.
- Be available for on call duty outside of regular business hours.
- The role provides opportunities to progress within the business.
- Ability to work in our Swansea Office.
- Strong customer focus.
- 2 - 5 years of being a customer-support professional in the software industry.
- Excellent problem solving skills and the ability to analyze complex technical issues.
- Excellent written and verbal communication skills.
- Excellent organizational and prioritization skills.
- Strong attention to detail.
- The ability to work independently and in a team.
- Experience training customers and colleagues.
- A methodical and thorough approach to your work.
- Proficiency using Microsoft Office (Excel, Outlook, Word).
- Domain knowledge of the energy or marine shipping industry.
- Experience supporting SaaS software.
- Knowledge of any of the following: JavaScript, NodeJS, PHP, SQL and software development practice.
Our company is committed to accessibility, inclusivity, and barrier free employment practices, and to upholding the human rights of all employees. We welcome and encourage applications from candidates with disabilities.
Accommodations are available upon request at every stage of the recruitment process. If you require a specific accommodation due to a disability or medical need, please contact either the hiring manager or HR at , and we will work with you to ensure your needs are met.