AIS Tech Support Agent

1 month ago
Full-time
Junior
Customer and Technical Support
Kpler

Kpler

Kpler provides a comprehensive platform for global trade intelligence, offering real-time data and analytics that empower businesses to plan, grow, and operate sustainably across various commodities and markets.

Professional Services
251-1K
Founded 2014

Description

  • Provide timely technical support primarily through email, with phone and chat support as needed.
  • Troubleshoot station connectivity, equipment, and operational issues and coordinate escalation of complex cases.
  • Proactively contact contributors about observed issues to optimize performance and minimize outages.
  • Monitor overall AIS Network health using observability tools and alerting mechanisms.
  • Maintain station-owner records and ensure the integrity of related data.
  • Handle operational logistics and support community-related issues.
  • Moderate discussions and user-generated content, including vessel photography ratings.
  • Resolve conflicts and issues within the AIS community.
  • Share community feedback, suggestions, and improvement ideas with internal teams.

Requirements

  • At least 2 years of experience in a technical support role, preferably in a SaaS or software environment.
  • Excellent written and spoken English, with the ability to explain technical information to technical and non-technical audiences.
  • Experience with or exposure to AIS, radio systems, or related technologies.
  • Familiarity with Linux and Windows operating systems.
  • Hands-on technical troubleshooting experience and a structured problem-solving approach.
  • Understanding of networking fundamentals, including TCP/IP, firewalls, and connectivity.
  • Basic knowledge of photography preferred.
  • Experience with Intercom and Salesforce preferred.
  • Strong ownership, proactive problem-solving, empathy, communication, and relationship-building skills.

Benefits

  • Inclusive and diverse work environment.
  • Equal opportunity employer welcoming varied backgrounds, experiences, abilities, and perspectives.
  • Supportive culture focused on collaboration, accessibility, and helping colleagues and clients.

Interested in this position?

Apply directly on the company website

Apply Now

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