Customer Support Representative

About Dockwa

Dockwa is revolutionizing the $60 billion boating sector by creating a unified operational platform within a traditionally fragmented marina industry. With over a decade of trusted relationships with marina managers and boat owners, Dockwa is at the forefront of a major industry shift influenced by private equity consolidation and the evolving business management demands of marina operators.

Role Overview

Joining Dockwa as a Customer Support Representative means you will be the primary point of contact assisting both marina professionals and boaters. Your expertise will help users navigate our software offerings, solving technical and operational challenges efficiently to allow more focus on boating activities. Operating through multiple communication channels, you will provide knowledgeable, personalized, and solution-oriented assistance.

Key Responsibilities

• Handle incoming support requests via email, phone, and chat while consistently meeting service level agreements for response times.
• Investigate and troubleshoot complex software issues, escalating to Product and Engineering teams when necessary with comprehensive and well-structured documentation.
• Maintain a deep understanding of all Dockwa software components, including new feature releases and updates.
• Assist customers with accounting tasks, financial reconciliations, and payment processing questions confidently.
• Resolve integration issues involving Dockwa's interaction with third-party accounting systems such as QuickBooks and Xero.
• Develop trust-based relationships through clear, patient, and technically sound communication with both marina operators and boat owners.
• Recognize recurring problems from customer interactions, providing actionable feedback to Product, Customer Success, and Sales teams.
• Collaborate with account managers to identify and pursue opportunities to expand customer engagement through support insights.
• Enhance internal resources and documentation to boost team effectiveness and knowledge sharing.

Candidate Profile

• At least two years of experience in customer support roles, ideally focused on software or tech platforms.
• Knowledge or experience with accounting principles, financial processes, or payment systems in either a support or user capacity.
• Experience with accounting software integrations like QuickBooks or Xero is a significant advantage.
• Exceptional verbal and written communication skills, remaining clear, professional, and calm under pressure.
• Strong technical problem-solving abilities, able to diagnose issues independently before escalation, with thorough documentation practices.
• Proficient with customer support technologies including helpdesk platforms, CRM tools, and eager to learn new systems swiftly.
• Ability to detect patterns and trends in support cases and take appropriate initiatives to address them.
• High degree of accountability, ensuring issues are resolved fully without lapses.
• Interest or curiosity about maritime industries or waterfront business operations is considered a plus.