Support Specialist (SaaS B2B)
(Job code: 1260)
Terracom S.A., one of the leading IT companies in the Greek region, specializes in software development and integrated IT and communications solutions, bearing a high expertise in many fields of Information Technology, producing innovation in a global basis and showing a strong extroverted activity.
Responsibilities
Respond promptly and professionally to customer queries, issues, and requests via various channels (email, phone, chat, etc.)
Provide accurate and helpful information to customers, troubleshoot their problems, and offer effective solutions
Ensure timely resolution of customer concerns while maintaining a high level of customer satisfaction
Escalate complex issues to the appropriate teams and follow up to ensure swift resolution
Serve as a liaison between customers and the development team, relaying customer feedback, feature requests, and bug reports
Collaborate closely with the development team to provide valuable insights for product improvement and issue resolution
Communicate updates and progress to customers regarding reported issues or enhancements
In collaboration with Sales, conduct product demos and presentations to potential customers, highlighting the key features and benefits of the QR-Patrol guard tour solution
Understand customer requirements and tailor the demos to showcase how our solution can meet their specific needs
Support and improve internal processes that enable us to better deliver our services to customers
Requirements
Bachelor’s degree in a relevant field or equivalent work experience
Proven experience in customer support or a related role, preferably in a B2B SaaS environment
Strong communication skills with the ability to explain technical concepts to non-technical users
Excellent problem-solving and troubleshooting skills, with a keen attention to detail
Demonstrated ability to handle and resolve customer complaints and difficult situations
Familiarity with CRM systems and support ticketing systems
Technical aptitude and ability to quickly learn and understand software applications
Ability to work effectively both independently and collaboratively in a fast-paced environment
Strong organizational and time management skills, with the ability to prioritize tasks effectively
Positive attitude, empathy, and a customer-centric mindset
We offer
Competitive salary package and bonus
Immediate recruitment
Continuing education and professional development opportunities
Access to online training courses
Full five-day employment
Work on international high scale projects
Opportunity to work in a friendly, modern and professional work environment encouraging innovation
Private Health Insurance plan
Savings plan
Excellent working conditions in a modern dynamic and growing professional environment
Stock option opportunity
Hybrid working model
