Customer Support Agent (Technical Operations)
About us
HarborLab is active in the maritime technology sector, focusing on simplifying and optimizing port cost management through an AI-powered SaaS platform. Founded in 2020, the company connects shipowners and ship managers with a global network of vetted port agents and vendors, enhancing transparency and control in shipping operations.
Job description
As a Customer Support Agent (Technical Operations), you will provide first-level technical support to our customers for using our platform and collaborate with internal resources to troubleshoot and implement appropriate solutions. This role is crucial for ensuring customer satisfaction and operational efficiency, especially during night shifts.
- Become a HarborLab product expert
- Develop deep understanding of key clients’ workflows that aid in resolving highly sophisticated issues
- Manage escalations and customer expectations on high priority issues in a timely manner to provide the best possible resolution
- Collaborate across different functional teams that deliver appropriate and prompt solutions to clients and address customers’ concerns proactively and efficiently
- Implement KYC screening on several registered partner’s entities within the system reassuring compliance in the involved transactional parties
- Be able to work night shifts to effectively address Customer’s inquiries and provide relevant solutions in a prompt and efficient manner
- Be the first point of contact of customers/partners using the platform for their daily operations and address their queries via all our communication channels (telephone, email, live chat)
Relevant work experience
- At least 2 years of prior experience in Partners Support/Customer Support in a SaaS company
- Fulfilled military obligations (where applicable)
Skills required for the job