Customer support role focusing on managing client inquiries and providing assistance for property management software. Engaging communication with customers through various channels.
About the role
- Customer Support Trainee engaging with Port Agents and Vendors at Harbor Lab's maritime tech platform. Supporting users and ensuring seamless interactions with the platform.
Responsibilities
- Become a Harbor Lab product expert
- Be the first point of contact of Port Agents and Vendors using the platform for their daily operations and address their queries via all our communication channels (primarily via live chat)
- Develop deep understanding of Port Agents’ workflows and key Disbursement Accounts processes and expenses
- Manage escalations and customer expectations on high priority issues in a timely manner to provide the best possible resolution
- Collaborate across different functional teams that deliver appropriate and prompt solutions to clients and address customers’ concerns proactively and efficiently
- Support KYP screening on several registered partner’s entities within the system reassuring compliance in the involved transactional parties
Requirements
- Bachelor’s or Master’s degree in Maritime/Shipping Operations or a related field (Degrees in Business Administration or Computer Science will also be considered)
- Prior experience in Customer Support roles within SaaS companies is not required but would be considered a strong asset
- Proven track record of consistently excelling in your role or responsibilities
- Self-motivated with a positive attitude and a proactive approach
- Ability to work both independently and collaboratively within a team
- Comfortable multitasking and managing priorities under tight deadlines
- Strong analytical thinking, attention to detail, and a goal-oriented mindset
- High levels of emotional intelligence and empathy in client-facing situations
- A people-first mindset, team spirit, and a willingness to share knowledge
- Excellent communication skills with the ability to actively listen, understand customer needs, and provide tailored solutions
- Fluency in English (both written and verbal) with the ability to communicate clearly and confidently
- Proficiency in Microsoft Office tools (Word, Excel, PowerPoint, etc.)
- Strong IT literacy and the ability to quickly adapt to new software tools
- Fulfilled military obligations, where applicable
Benefits
- Hybrid way of work
- Yoga classes, Life Coach, Running Coach and Kick-Boxing Sessions
- Cool start-up environment (with swag, and much more)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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