Application Support Specialist

Title:Application Support Specialist

Location: Cape Town #LI-Hybrid

About the role

As an application support specialist for ThinkCompass—part of Sedna’s suite of maritime solutions. We are looking for an enthusiastic candidate who has great technical and communication skills to strengthen our customer support team assisting our clients globally. We are a global leader in this field and have clients in more than 20 countries. 

This is a remote role working within Greek office hours from 7am to 3pm SAST.  After hours  we handle emergency requests such as: 1) cannot login in to Compass, 2) Cannot receive or send messages from the mailboxes, 3) Deactivate users. Any other requests received during AOH are handled on the next working day.

We think you’ll need the following experience and qualifications to succeed in this role:

• You have 2+ years of experience in customer support for a software company.
• You are able to speak and write in English at a business level.

Responsibilities

• Provide remote helpdesk assistance & troubleshooting
• Handle incoming calls & emails
• Be a member of our rotating off-business hours standby support team
• Update and manage our helpdesk ticketing system
• Provide onboarding and training services to users
• Participate in ongoing training and certification programs to expand technical knowledge
• Ticket triage and prioritisation - Escalate complex issues to 2^nd level support as required

Required Qualifications

• Degree in Computer Science, Information Technology, Engineering or other related subjects
• Experience in user and technical support for CRM, ERP or other business software
• Excellent communication and organizational skills
• Attention to detail
• Positive and enthusiastic attitude 
• Time management skills & effective prioritization and multi-tasking

Our Values:

Finally, culture is important to us, so we also look for candidates who share our values:

• Stay Ahead, Stay Agile
• We don’t just adapt-we anticipate change and act with confidence.
• Curiosity, data, and customer insights help us stay ahead of the curve.
• We embrace challenges as opportunities and remain resilient under pressure.
• By staying open to new ideas and ways of working, we lead the future.

• Execute With Focus
• We turn strategy into action, delivering measurable results that matter.
• Every initiative counts-discipline and ownership drive business impact.
• We make smart decisions with speed, balancing pace and precision.
• Clear priorities keep us focused on what moves the needle.

• Work Together, Win Together
• Collaboration is our superpower-we succeed as one team, internally and with customers.
• We co-create solutions, seek feedback, and build the future of the OS together.
• Strong relationships are built on trust, respect, and shared goals. 
• By aligning across teams and with customers, we unlock greater impact.