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
Immediate and professional response to customer queries, issues and requests through various channels (email, phone, online chat, etc.)
Provide accurate and useful information to customers, address their problems and provide effective solutions
Ensuring the timely resolution of issues arising in customer accounts, while maintaining a high level of customer satisfaction
Communicate critical issues with the appropriate teams internally to ensure their immediate resolution
Act as an intermediary between customers and the development team, conveying customer reviews and requests for features and bug reports
Work closely with the software development team to improve the product and solve problems
Communicate with customers about progress on reported issues or improvements that have been made to the software
Organization of product presentations in collaboration with the sales team, highlighting the key features and advantages of QR-Patrol
Understanding customer requirements and tailoring the solutions that the company can provide to their needs
Supporting and improving internal processes that enable the delivery of improved services to customers
Requirements
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 skills, with a strong attention to detail
Proven ability to handle and resolve customer complaints and challenging situations
Familiarity with CRM systems and customer support systems such as ticketing
Ability to quickly learn and understand software applications
Ability to work effectively both independently and collaboratively in a fast-paced environment
Strong organisational and time management skills, with the ability to prioritise tasks effectively
Positive attitude, empathy and customer-centric approach
We offer
- Attractive compensation package with additional sales achievement bonuses
- Monthly meal allowance via food card
- Four-day workweek during the summer months of June and July
- Hybrid work model
- Continuous training and professional development opportunities
- Participation in large-scale international projects
- A work environment focused on technology and innovation
- Provision of private health insurance
- Participation in a stock options reward program