Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Case Management: Implementing our Dockmaster Anywhere and DM Pay software for new clients and existing clients
- Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution.
- Manage proactive ready-for-business checks, identify, and fix gaps, and respond promptly to failures.
- Ensure efficient incident management, ensuring accurate communication to impacted groups, and timely resolution.
- Facilitate root cause investigations and manage the implementation of corrective and preventative measures.
- Review, execute and verify production changes in strict accordance with procedures defined in change documents.
- Leverage tools and resources available within the company to simplify, automate, or eliminate inefficiencies.
- Create and manage customer-facing documents and videos to help clients utilize and understand Dockmaster.
- Stay up to date with all aspects of the Dockmaster software and assist with quality assurance testing.
Job Requirements
- Experience with onboarding and supporting software
- Experience with customer service
- Experience with training online and in-person
- Able to troubleshoot computer & network issues
- Ability to pick up new concepts easily with the initiative to learn and self-motivated.
- Able to work on complex projects with minimum supervision
- Ability to multi-task effectively
- Good Attention to detail
- Assertive and able to resolve client issues with tact and diplomacy
- Excellent communication skills required: Verbally communicate clearly and fluently in English
