Customer Support Agent (Technical Ops)
HybridAthens, Attica, Greece
Job Summary
Provide 1st level technical support to customers using the HarborLab platform by addressing queries via telephone, email, and live chat. Develop deep understanding of key clients' workflows to resolve sophisticated issues and manage escalations on high-priority matters proactively. Collaborate across functional teams to implement appropriate solutions while conducting KYC screening on registered partner entities to ensure compliance. Work mainly in night shifts to effectively address inquiries and provide prompt resolutions. Requires at least 2 years of prior experience in Partners Support/Customer Support in a SaaS company, a Bachelor's degree in a relevant field, and strong analytical and communication skills.
Required Qualifications
- At least 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)
- Must be willing to work mainly in night shifts
- Must have the legal right to work in the European Union
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.