AIS Tech Support Agent
K
KplerMaritime Technology
Vietnam / ManilaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- SalesforceLinuxSaaSNetworkingTroubleshootingTechnical support
Requirements
- 2+ years of experience in a technical support role, preferably within a SaaS or software environment.
- Excellent written and spoken English proficiency.
- Ability to explain technical information clearly to technical and non-technical audiences.
- Experience or exposure to AIS, radio systems, or related technologies.
- Familiarity with Linux and Windows operating systems.
- Hands-on experience troubleshooting technical issues.
- Structured approach to problem-solving.
- Good understanding of networking fundamentals including TCP/IP, firewalls, and connectivity.
- Basic knowledge of photography (desirable).
- Experience with Intercom and Salesforce (desirable).
Responsibilities
- Provide timely and professional technical support to customers mainly via email, with potential for phone and chat.
- Collaborate internally to escalate and resolve complex issues.
- Perform proactive outreach to contributors to address observed issues and optimize performance.
- Monitor overall AIS Network health utilizing observability tools and alerting mechanisms.
- Maintain and update station owner records to ensure data integrity.
- Provide suggestions for improvement based on community interactions.
- Handle logistics and operational issues.
- Moderate discussions and user-generated content to maintain a safe environment.
- Address and resolve conflicts or issues within the community.
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