Analyst II, Product Support
American Bureau of Shipping (ABS)

Job Info

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The Product Support Analyst II addresses customer questions and concerns regarding the company's products. These professionals answer incoming calls from customers and troubleshoot technical problems. Support Analyst II serves as an expert in the products that the company develops. They find solutions to problems with products and help customers work through technical difficulties.

What You Will Do:

• Diagnose and troubleshoot technical issues, including product setup
• Ask customers targeted questions to understand the root of the problem quickly
• Utilize CRM to track and update tickets
• Track product issues through to resolution within agreed time limits
• Pick up issues that the level 1 analyst escalates
• Communicate with clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g., senior support team members, software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Follow up with clients to ensure their product is fully functional after troubleshooting
• Maintain good relationships with clients
• Mentor junior team members and assist in training newer members of the team

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 3 - 5 years of relevant experience
• Experience in writing basic SQL queries
• Experience in Core Java Programming, should be able to debug simple java programs to perform a root cause analysis
• Knowledge of writing Windows Batch Command files for various tasks in client environments

Knowledge, Skills, and Abilities

• An ability to assess customer product knowledge levels
• Ability to deal with difficult callers
• Proficient in SQL
• Basic understanding of Java programming language
• Ability to look up and modify code to resolve escalated customer issues
• An in-depth understanding of the product customers are using
• Good interpersonal and customer care skills
• Good communication skills and fluency in English
• Ability to document customer issues appropriately
• Ability to develop a working knowledge of ABS Rules, Guides, statutory regulations, and related instructions, as well as the ABS Employee Safety Policy.

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

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