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
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