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