Job title
Technical Expert
Purpose
To support internal customers with questions and enquiries regarding products, technical support and/or service-related tasks which at any time is defined to be supported by the Technical Support Center.
Additionally, the role operates under a centralized Shanghai-based organization ensuring structured global coverage across Asia and Europe time zones.
Interrelations
This position reports to Head of Technical Support Center
Working Model & Shift Arrangement
The Technical Expert operates under a structured shift-based system to ensure global support coverage.
Day shift: 09:00 – 17:30 (China time)
Late shift: 15:00 – 23:00 (China time)
Participation in public holiday rotation is required.
Main responsibilities
• Responsible to reply on questions and enquiries from internal customers regarding products, technical support and/or service related tasks, on a day to day basis and in a timely manner.
• Responsible to provide technical expertise, commercial advice and troubleshooting to customers, end-users and internal WSS stakeholders.
• Take full ownership of assigned technical cases from intake to final resolution.
• Prioritize workload based on urgency, SLA commitments and business impact.
• Ensure proper documentation and handover of ongoing cases between shifts.
• Actively contribute to the creation, maintenance, and continuous improvement of Knowledge Articles and structured databases to support both human and AI-driven support solutions.
• To be capable of solving customer problems by providing *** class technical support and solutions
• Responsible for continuously update and maintain the required knowledge databases developed to find information to provide necessary answers and required product information
• Utilize appropriate IT tools available for transparent and consistent way of working
• Ensure appropriate problem solving and close cooperation with other functions internally in order to fulfil customer needs in most efficient way
• Proactively capture product, technical and/or service specific questions, and requirements to standardize professional replies and information to our Internal/external customers.
• Collaborate closely within the TSC team to ensure balanced workload distribution and service consistency.
• To report on customer feedback, performance, corrective actions and product development on a regular basis to Product Management of the relevant Verticals and other relevant stakeholders.
• Be supportive and the go to person for colleagues in Technical Support Center and support and handle any escalated issues/questions to expert level
• Escalate any related questions and enquiries where Technical Support Center resources are not capable in providing support according to relevant procedures
• Proactively work to solve problems, involve and cooperate effectively with other teams
• Be a role model by having a ‘can do’ forward leaning approach to strategy development, growth activities, and cross-functional collaboration
• To stay updated on and attend all relevant scheduled product updates and product training
Accountabilities
Key KPI’s - This position will be measured against:
• Customer Satisfaction score
• Ticket response time
• Average handle time
• Other agreed KPI`s to be developed over time
Qualifications
• Minimum 5 years of experience in the marine industry
• High vocational technical or maritime training
• Excellent communication and presentation skills and ability to communicate effectively within a multinational environment
• Very good command of the English language (spoken and written)
• Computer literate
• Ability to manage workload effectively in a shift-based working environment.
• Ability to communicate effectively within a multinational environment
• Ability to manage and motivate own and externally employed service personnel
• Ability to work under pressure
• Ability to work on own initiative
• Able to work independently, systematically and meet deadlines through good time management and allocation of priorities
• Self-driven, outgoing, ambitious, and full of initiative
• Proven team player and receptive to new ideas
