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Business:  Navis
Job Function:  Field / Customer Service
Location: 

Chennai, IN

Apply by:  26-08-2020

Customer Support Engineer

Making Your Next Move Count

 

 

At Navis you will find a rewarding career where you can thrive at every level. We invest in our teammates through offering competitive compensation and benefits, progressive training opportunities that empower employees to achieve total (physical, financial, social & community) wellbeing. In addition to challenging and meaningful work, you will find a strong work-life balance and a deep commitment to developing you. Navis’ culture thrives on teamwork and diversity. So, bring your unique perspective and talent to Navis and thrive in your every work day!

 

Navis LLC is an equal opportunity employer, committed to a diverse and inclusive workforce.

 

Position Summary

 

 

Octopi by Navis is a modern SaaS platform for mixed-cargo terminals and inland container depots. The company was started in Miami in 2015 and acquired by Navis in 2019 to better serve the long tail of smaller container and mixed cargo terminal operators that are critical nodes in the global supply chain. Octopi has global customers in 5 different continents. Our distributed team is passionate about solving real problems for our customers and making the global supply chain more efficient with software that is easy to implement and to use.  

 

Octopi by Navis is searching for a dynamic individual with a proven track record of success as a Support Engineer within the software industry. You will be working in a customer support environment, consulting with customers, software developers, and product owners.  This is Octopi by Navis’s first support position for this region.

 

As an Octopi by Navis Support Engineer, you will be responsible for providing first level support to Octopi end users. You will troubleshoot and develop detailed cases related to software defects for sustaining engineers and create workaround processes when standard processes fail. Our Support Engineers work closely with other technical resources to ensure timely resolution or escalation of incoming service issues always demonstrating an ability to understand technical issues related to the software. At Octopi by Navis, our users are our partners and we improve our software based on their feedback. So, you will also be responsible for managing new feature/enhancement requests submitted by the customers and working with the development team to bring them to life.

 

The ideal person for this position should be intellectually curious and willing to learn about the shipping and maritime industry. They should have a strong ability to learn how to use a software product on their own by reverse engineering the application to gain an understanding of how it works. They should be able to focus on a demanding task and possess strong attention to detail to analyze data with thoroughness and accuracy.

 

Responsibilities

 

  • Act as the first line of response to support tickets and requests submitted by our customers in the eastern hemisphere. As our client base grows worldwide, we want to ensure that all users will have the same level of live customer support
  • Support the web-based software application and provide assistance in troubleshooting customers systems issues as they pertain to their use of the software
  • Managing cases and communications from beginning through to resolution and closure via the other departments such as Sustaining (Development), QA Testing and Product release
  • Perform verification, reproduction and isolation of software issues or bugs reported by the users - although the role does not call for any development work to be performed, the ability to debug the software application and step through the code to isolate and understand potential cause of a problem is a plus
  • Respond to customer support cases which often require detailed investigation work to be carried out in order to provide an answer utilizing reference materials and troubleshooting within the system
  • Maintain systems/processes (Github, Zendesk, Salesforce), ensure efficient Support Case Flow and manage exceptions
  • Ability and willingness to travel and visit our customer. You may participate in software implementations and location visits at customer’s facilities as needed
  • Account management work on assigned accounts such as conducting regular conference calls and case reviews
  • Engage and partner with other groups within Navis in programs to ensure quality and support readiness
  • Attend weekly core team meetings to assure support compliance with the Product Road Map
  • Work collaboratively with Support Manager and other Support Engineers to ensure consistency of process methodology and best practices
  • Always think of ways to improve our application and our customers’ experience

 

Requirements

 

  • Bachelor’s degree in Computer Science, IT or Software Engineering (or similar) and technical support and/or related application support experience; knowledge of container terminal, shipping line or logistics industries a major plus
  • Strong and inherent customer service/technical support orientation
  • Analytical approach and interest in solving problems from trivial to complex
  • Strong technical and troubleshooting skills in several applications and technologies
  • Detail oriented, hardworking and self-motivated
  • Communication Skills: Excellent oral/written/presentation communication skills demonstrating strong leadership, management and executive presence. Ability to rapidly establish rapport and develop effective business relationships internally and with customers
  • Must be willing to travel based on business needs and have the ability to work extended hours under tight deadlines to successfully meet objectives
  • Ability to work directly with our customers and to visit cargo port terminals.
  • Team-working skills, especially in relation to multi-disciplinary virtual teams in disparate geographical locations
  • Strong leadership, time management and organizational skills
  • Being open to working in a fast paced and growing environment where you may have to wear many hats

 

Additional Expertise

 

  • Experience with container terminals and automated container terminals is a plus
  • Experience with using Zendesk, Salesforce Lightning, Git & Github, and Command Terminal will be advantageous
  • Hands-on experience of API’s, XML, JAVA, and client-server applications
  • Knowledge and experience in writing code using Ruby, Core Java extensions, or other programming language experience is a plus
  • Terminal planning experience and the use of Navis SPARCS, Navis N4/XPS, Radio Server and ECN4 will be advantageous
  • Knowledge of relational database structures, web-based enterprise solutions and technologies

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About Navis

 

Navis is the global market leader in a multi-billion dollar industry building and implementing maritime terminal operating systems, optimization and automation solutions at ports around the world. From Long Beach to Hong Kong, Dubai to Brazil, and Rotterdam to Busan, Navis delivers mission critical enterprise software that is at the heart of running a terminal and services to optimize operations. We are an innovative and profitable maritime platform stiving to make global trade smarter, safer, and more sustainable for everyone by connecting multiple systems to support a more efficient global container flow. Most of the material goods in the world are transported in containers using our software.


Culturally, Navis is organized around our Guiding Principles for Success (GPS). Commitment to our core principles is an essential ingredient for success for our team members. Our GPS are Smart Operators, Customer Obsessed, Forging the Future and Better Together.