WHO WE ARE
We are Harbor Lab, an innovative B2B software startup that aims to bring new value to the Shipping community. Our vision is to completely reshape how Shipping Companies and Port Agents operate, provide transparency, and ensure efficiency for all involved parties. We add value to both sides by helping save time, cut costs and make informed decisions.
Harbor Lab has also been recognized as one of the Best Workplaces in 2022 & 2023 by the Great Place to Work Institute.
ABOUT THE ROLE
As a Partners Support Analyst, you will provide 1st level technical support to our customers for using our platform and collaborate with internal resources to troubleshoot and implement appropriate solutions. Candidates must be willing to work mainly in night shifts.
WHAT YOU WILL BE DOING
- Become a Harbor Lab product expert
- Be the first point of contact of customers/partners using the platform for their daily operations and address their queries via all our communication channels (telephone, email, live chat)
- Develop deep understanding of key clients’ workflows that aid in resolving highly sophisticated issues
- 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
- Implement KYC screening on several registered partner’s entities within the system reassuring compliance in the involved transactional parties
- Be able to work night shifts to effectively address Customer’s inquiries and provide relevant solutions in a prompt and efficient manner
WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE
- Up to two (2) years of prior experience in Partners Support/Customer Support in a SaaS company
- Bachelor’s degree in Business Administration/Maritime/Shipping Operations/Computer Science or related field
- People-first mindset, team spirit and knowledge sharing
- Strong analytical skills and goal-oriented mindset with attention to detail
- Advanced IT&C knowledge and capabilities to learn new software tools on the job
- High levels of emotional intelligence and empathy
- Evidence of consistently excelling at what you do
- Strong motivation and positive attitude
- Ability to work independently as well as part of a team and ability to multitask under pressing deadlines
- Strong communication skills and the ability to follow customer narratives to understand their point of view and find appropriate solutions
- Excellent knowledge of MS Office
- Ability to communicate confidently and clearly in English, both verbally and in written
- Fulfilled military obligations (where applicable)
WHAT WE OFFER
- Attractive compensation package based on experience and skillset
- 30 days of paid annual leave
- Private health insurance
- Flexible hours and the ability for remote working
- Yoga & Kick-boxing classes & Life Coach Sessions
- Cool start-up environment (with swag, and much more)
*Harbor Lab is certified as Great Place to Work in Greece and is an equal opportunity employer and prohibits discrimination on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
**Harbor Lab collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. We will keep your resume in our database for any future consideration. In case you want to be deleted from our database, you can contact us at people@harborlab.com
*** If you are applying to this job post, then we assume that you have the legal right to work in the EU.
