Technical Support Specialist - Voyage Operations Department

About us

DeepSea was founded to bring the latest AI technology to make the world of shipping leaner, greener, and better connected. Our cloud platforms harness deep learning models trained on real-time data to enable our customers to optimise the routes, speeds, operation, and maintenance of their vessels, saving fuel, money, time and reducing environmental impact. DeepSea talent is spread across Greece, the United Kingdom, the Netherlands, Romania, Thailand and Japan and we are growing quickly.

We are a scale-up company - meaning you will be bringing us to the next level and deliver a tangible contribution to a more sustainable shipping world. There is no complex hierarchy nor long approval processes. We just deliver. You will be joining a company with highly skilled and smart people who love solving complex problems.

About the position

The Delivery department is responsible for ensuring our customers get the best value out of our products and effectively use them to make their vessels more efficient. This includes maintaining customer relationships, integrating with the customer’s onboard and cloud IT systems, configuring the product for use by the customer, providing expert advice and consulting with the customer on their use of the products, educating and informing them of important product information, providing support and resolving customer queries, and coordinating both outsourcers and teams within DeepSea who work on the above. They relay feedback from customers and their own expertise to help drive strategy, communications and product development.

We are looking for a resourceful Technical Support Specialist to manage our clients’ support requests. You will need to gain a good understanding of the vision and underlying technology behind our products and the needs that they satisfy, as well as the structure of the departments and the company, in order to manage and direct the support requests accordingly.

Using your technical expertise you will act as a first line of support for the Pythia (Weather Optimisation) clientele, handling their incoming technical questions.

• Interact directly with our customers' end users, to collect and respond to their requests.

• Monitor and manage incoming tickets through phone, email, message boards, and other software.

• Be responsible for the support line (phone and email) and attend to customer phone calls.

• Conduct initial troubleshooting using questionnaires to find out the level of support needed

• Escalating and having ownership of the cases; Create tickets for Level 2 support

• Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup.

• Provide product information and share online tutorials

This position will be part of the Client Enablement and Delivery Department, working under the Voyage Operation Specialist Team. This is a key position to improve our customer experience by providing fast and reliable customer support.

What we offer

To be part of a dynamic team in which there is a high focus on delivering results and continuous improvement, but also where having fun and collaboration is very important.

You will work in a leading company, with a Manager who cares about you, your strengths and will help you to develop the best possible version of yourself.

• Competitive salary package

• Private health insurance coverage

• Training and development budget

• Work from anywhere

• Great office space in the heart of Athens

• 1-2 years of experience working in a technical supportive or advisor role in customer service, customer support, IT support or other relevant experience

• Any experience in the shipping industry or a degree in maritime studies will be considered an asset

• Experience using online support and tracking tools for help desk, project management product tools (monday.com, Salesforce, Jira, Odoo, Slack etc)

• Excellent communication skills in English

• University degree in a technical field, communications, or any related field

• Ability to understand IT and software concepts

• Team player with customer focus - Motivated in working with clients and in an interdisciplinary and international team

• Proven track record with product/solution launches and closing client feedback loops

• Ability to work in a hectic environment and multitask effectively

• Analytical, positive and investigative mindset

At DeepSea, we are looking for people who share our values and are aligned with our mission. It is important to us to ensure that no-one who is eager and capable of contributing constructively to our team is excluded because of ethnic or social origin, gender or sexuality, age or family status, disability or medical conditions etc. Diversity is well-proven to be a vital characteristic of teams that succeed, so we do everything we can to make our environment welcoming and safe for everyone.