Vessel Tracking System Operator (VTSO)

Job Description

Responsibilities

1. Responsible for supervisory of the day-to-day vessel activities and control of simultaneous operations and L1 experience in providing technical support to end-users, leveraging broad-based expertise to handle problems, diagnosis, and resolution with regards to the system.

2. Responsible for monitoring various alarms of software related to the vessel’s activities and movements via the event monitoring system

3. Provide technical information and consultation to the client on any information required related to vessel tracking and marine operations system.

4. Act as the frontline, point of contact with the user over system issues through the phone, email, and chat.

5. Escalate issues appropriately using hierarchical and functional escalation guidelines provided by the company.

6. Maintain ownership of incidents and ensure that they are resolved within the SLA time frame.

7. Reporting and statistical analysis of data mined from the ticket logging and tracking system.