Support Analyst 2

We are looking for Naval Architects with 2-5 years of experience in Ship Plan Approval or Drawing Review and verification process or good knowledge on marine classification services with exposure to Plan Review activities.

The candidate will be required to provide end-user support and resolve issues for internal and external users of the client products in real time to maintain service level agreements. The candidate would be required to work with Product Owners, Technical Writers, Business & Quality Analysts as well as Developers occasionally to identify, analyze and report on issues being faced by application users.

What You Will Do:

• Provide first- and second-line support for product users through ticketing systems, email, chat, and phone; troubleshoot issues end-to-end and deliver timely resolutions.
• Analyze and resolve technical challenges related to the client 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.

Education & Experience:

• Graduate degree in Naval Architecture, Marine Engineering, or a related field.
• 2-5 years 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.

Knowledge, Skills & Abilities:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Exceptional teamwork with adherence to shift schedules and successful handover of critical incidents between shifts.
• Basic understanding of business analysis principles and practices is a plus.
• Ability to interpret user data and translate insights into actionable recommendations.