AIS Tech Support Agent

Description

At Kpler, we simplify global trade information and provide valuable insights. Founded in 2014, our goal is to help over 10,000 organisations by offering the best intelligence on commodities, energy, and maritime through a single platform.

Working at Kpler means you'll be a key player in turning complex data into strategic resources for our clients. Your role involves creating data-driven stories that empower clients in their industries.

Your expertise helps Kpler navigate markets successfully. Your journey starts here, where innovation meets impact. Join our team of 500+ talented people from 35+ countries worldwide.

Your future position

We are seeking an AIS Tech Support Agent to join our Maritime Data Operations team. This exciting role plays a key role to the overall health of the AIS Network, a vibrant community of thousands of AIS station owners, taking care and owning 1st level and part of 2nd level technical support.

Your future position

In this team, your mission is to:

Provide timely and professional technical support to customers mainly via email, but phone, and chat channels could be an option too.

Collaborate internally to escalate and resolve complex issues.

Proactive reach out to contributors, based on observed issues that owners might not be aware of with an aim to optimise performance and minimise risk of outages.

Overall AIS Network Health monitoring utilising observability tools and set alerting mechanisms.

Maintain and update station owner records and is in a position to ensure related data integrity.

Utilise exposure to the community to provide suggestions and ideas for improvement to the team.

Handle logistics and issues of operational nature.

It will be a match if you have or are:

Previous experience in a technical support role, preferably in a SaaS or software company.

Excellent communication skills, both verbal and written in English, with the ability to convey technical information clearly and concisely.

Strong interpersonal skills to build and maintain relationships.

Strong problem-solving skills and attention to detail.

Ability to work independently and collaboratively in a team environment.

Knowledge around network handling (TCP/IP, Firewalls, Connections etc.).

Familiarity with Windows & Linux operating systems

Nice to have

Additional languages

Familiarity with AIS and radio equipment

Experience with Zendesk and Salesforce

We're a dynamic company dedicated to nurturing connections and innovating solutions that tackle market challenges head-on. If you're driven by customer satisfaction and thrive on turning ideas into reality, then you've found your ideal destination. Are you prepared to embark on this exciting journey with us?

we make things happen

We act decisively and with purpose, and we like to go the extra mile.

we build together

We foster relationships and develop creative solutions to address market challenges with cool features and solutions.

hey, how can i help you today?

Being accessible and supportive to colleagues and clients with a friendly approach is essential.

Our People Pledge

Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.

Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.

By applying, I confirm that I have read and accept the Staff Privacy Notice