Shipping Executive

Hi

If interested pls connect on 8123096972 for further details.

Job Title: Product Support Specialist

Location: Pune, India

Experience Level: 0 to 3 Years

We are hirring

• For candidates with 0 years of experience:

• Must have a degree in

  Naval Architecture

  .

• For candidates with less than 2 years of experience:

• Experience in a

  Ship Design Firm

  or

  plan review

  .
• Exposure to

  Design

  ,

  Engineering

  , or

  Classification Societies

  is preferred.

Preferred candidate profile

Education & Experience

• Graduate degree in Naval Architecture, Marine Engineering, or a related field.

• 0-5years of relevant experience in naval architecture, marine engineering, ship designer, shipyard,ship management or related industry.
• Experience using Asset Management and/or Lifecycle Management (EAM/PLM) platform is a

plus.

• Exposure to digital technology products/ product management/ client support will be an

advantage.

• Experience in Business Analysis in software product development is preferred.

What You Will Do:

• Provide first- and second-line support for product users through ticketing system, email, chat, and

phone; troubleshoot issues end-to-end and deliver timely resolutions.

• Analyze and resolve technical challenges related to ABS software products (Freedom platform)

and related systems to address and resolve end-user issues effectively.

• Identify, analyze, and resolve software-related issues, including debugging and root cause

analysis.

• Proactively identify common user pain points and knowledge gaps; develop targeted training or

process improvements to close them.

• Deliver user-focused training, one-on-one coaching and technical guidance for customers and

internal users.

• Gain and use elevated access privileges to resolve client challenges, business rule exceptions and

system / data defects to reduce disruption to operations.

• Translate client feedback to the product owners for evaluation.

• Respond to user inquiries, provide guidance on application functionality, and escalate complex

issues to appropriate teams.

• Drive client success metrics (CSAT / NPS) and reduce response / resolution timelines and

escalations.

• Deliver prompt and high-quality technical support and communicate effectively in written

(emails) and verbal communication, ensuring excellent customer satisfaction.

• Create and maintain documentation for troubleshooting steps, solutions, and application processes.

• Collaborate with technical writers to develop technical reports, documentation, and presentations.

• Contribute to the internal knowledge base by documenting resolutions and sharing insights with

the team.

• Conduct research and analyze user data, including usage patterns and retention rates, to support

client projects and internal initiatives.

• Work closely with engineers, surveyors, product development, and client services teams to ensure

seamless project execution.