Product Support Analyst I

The Product Support Analyst I, addresses customer questions and concerns regarding their company's products. These professionals answer incoming phone calls from customers and register technical problems and pass them to Level 2 or appropriate internal teams for further action.
Working Schedule
The preferred candidate for this position should be located in the Greater Houston area and open to work a hybrid schedule with three (3) days in the ABS Headquarters Office located in Spring, Texas, and two (2) days of remote work.
What You Will Do:

• Ask customers targeted questions to understand the root of the problem quickly
• Track product issues through to resolution, within agreed time limits
• Utilize CRM to track tickets
• Follows up with customers to receive their input regarding pending tickets
• As a part of the Extended Support for specific contracted customers, monitor certain activities and raise alerts if an issue is observed
• Send periodic reports to customers with updates on day-to-day work regarding tickets
• Work may be outside of normal working hours to coincide with customer time zones
• Properly escalate unresolved issues to appropriate internal teams (e.g., senior support team members software developers)
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Maintain good relationships with clients

What You Will Need:
Education and Experience

• Typically requires a degree in a technical field or an equivalent combination of education and experience
• Typically requires two (2) years of relevant experience

Knowledge, Skills, and Abilities

• Ability to deal with difficult callers
• Able to understand client problems from a technical perspective
• Ability to write basic SQL queries to fetch or update data
• Basic understanding of Java programing language is desirable
• In-depth understanding of the functional aspect of customer products
• Good interpersonal and customer care skills
• Good communication skills and fluency in English
• Knowledge of the customer support portal
• Basic understanding of working in a cloud environment
• Should be conversant with remote sessions (GTM, TeamViewer, AnyDesk, VPN, RDP, etc.)
• Ability to develop a working knowledge of ABS Rules, Guides, statutory regulations, and related instructions, as well as the ABS Employee Safety Policy.

It Would Be Nice If You Had

• Experience in writing basic SQL Queries
• Experience in Core Java Programming
• Knowledge of writing Windows Batch Command files for various tasks in a client environment

Reporting Relationships
Reports directly to a Lead or Manager role.
ABOUT US
About ABS Wavesight
ABS Wavesight is the new ABS Affiliate maritime software as a service (SaaS) company dedicated to helping shipowners and operators streamline compliance while maintaining competitive,more efficient, and sustainable operations. Our mission is to develop world-class software products that improve vessel performance for the health of our seas, environment and self. The ABS Wavesight portfolio is comprised of best-in-class proprietary technology and third-party integrations that offer unparalleled insight into every aspect of a fleet's operations. Backed by ABS's 160-year legacy of maritime innovation and experience, our products are collectively installed on more than 5,000 vessels across the global fleet. Learn more about ABS Wavesight by visiting www.abswavesight.com.
About Our Benefits
ABS Wavesight proudly offers a variety of industry-leading benefits designed to enhance the life and well-being of our employees and their families. These benefits include, but are not limited to, medical insurance (PPO and HD), dental and vision insurance, Health Savings account (HSA), Flexible Savings Account (FSA), life insurance, accidental death and dismemberment insurance, disability leave programs, parental leave program, paid holidays, and paid vacation time. The Company provides an Employee Assistance Plan (EAP) that offers additional support in personal wellness, including work-life services. ABS Wavesight also offers a 401K plan with a generous company match, subject to plan requirements.
Equal Opportunity
ABS Wavesight is committed to the equal employment opportunity of its employees and prohibits discrimination against any employee or qualified applicant based on race, color, creed, religion, national origin, sex, gender identity, age, disability, marital status, sexual orientation, citizenship status or veteran status, or other non-work-related characteristics that may be protected under the law of the Federal Government or specific state employment laws.
Notice
ABS and Affiliated Companies (ABS) will not pay a fee to any third-party agency without a valid ABS Master Service Agreement (MSA) authorized and signed by Human Resources. Any resume, CV, application, or other forms of candidate submission provided to any employee of ABS without a valid MSA on file will be considered property of ABS, and no fee will be paid.
Other
This job description is not intended, and should not be construed, to be an all-inclusive list of responsibilities, skills, efforts or working conditions associated with the job of the incumbent. It is intended to be an accurate reflection of the principal job elements essential for making a fair decision regarding the pay structure of the job. #ogjs