Location: United Kingdom/ Europe
Ready for an exciting role with an innovative software solutions provider in the Cruise Industry, holding a 70% market share?
Eager to provide exceptional support and contribute to delivering outstanding customer experiences to our Cruise customers?
Driven to join a people-first growing global organisation that prioritizes people development?
Excited to be part of a team where company values guide everything we do?
We are seeking a Customer Support Consultant who is passionate about delivering exceptional customer service and skilled in stakeholder management. This role is part of the Global Services Delivery team, focusing on providing timely and effective support to our Cruise customers.
What will you be doing?
You will be responsible for resolving support requests, answering queries, and assisting with customer training. The ideal candidate will work closely with customers to help achieve their business goals, foster strong relationships, and consistently demonstrate a commitment to high-quality service.
Key Responsibilities
- Provide first-tier technical support via phone, email and internet to customers.
- Meet customer satisfaction targets.
- Log support calls and ensure they follow company procedures.
- Collaborate with internal teams to deliver optimal service.
- Adhere to SLAs, prioritize issues, and escalate when necessary.
- Resolve customer incidents efficiently using available knowledge and skills.
- Offer solutions such as system modifications, workarounds, or escalate where appropiate.
- Provide fixes/ patches through email, FTP, or remote access.
- Guide customers in using systems and services effectively.
- Investigate issues and determine appropriate actions.
- Work with Service Delivery on system enhancements and change requests.
- Conduct system QA testing (patch/upgrade testing).
- Proactively research issues, create Knowledge Base Articles and test product updates.
Are you the ideal candidate?
If you have knowledge of the Cruise industry and expertise in AMOS technical systems, we would love to hear from you!
- Proven experience in a customer support or technical support role in a software or SaaS environment.
- Strong knowledge of software troubleshooting techniques and technical support practices.
- Excellent communication skills, both written and verbal.
- Ability to explain complex technical concepts to non-technical users in a simple and friendly manner.
- Ability to work independently and manage time effectively in a fast-paced environment.
- Experience with customer support tools (Zendesk, Freshdesk, etc.) is a plus.
- Knowledge of AMOS Business Suite Core (M&P) product.
- AMOS Database Structure/ Schema knowledge (core tables).
- Excellent analytical and problem-solving skills.
- Demonstrate a general understanding of architecture and infrastructure for customer software as well as any peripheral products.
- Base knowledge/ understanding of maritime business processes.
- Understanding of RDBMS principles/ methodology.
- Knowledge of SQL (Structured Query Language).
- Collaborate effectively with colleagues across departments, contributing to achieve shared goals and deliver outstanding results.
- A strong desire to help others and provide exceptional customer service.
What’s in it for you?
📍 Flexible, remote working arrangements with opportunities for international travel
🕒 Full time position
💰 Competitive salary plus discretionary bonus
🌱 Growth opportunities within a strong and motivated team
🏖️ Paid leave, including 3 day shutdown over the festive period
✉️ Benefits package tailored by location
🍻 You’ll join a team of like-minded professionals with a unique team culture!
🧭 Be part of a business driven by company values – shaping our culture, how we collaborate, and how we serve our customers
To apply please send your CV to peopleteam@specteccruise.com by 11th April.