BSS | Building Solid Success, is looking for a Service Delivery – Entry Level Support Associate, on behalf of our client, in the IT & Logistics sector to join their dynamic and innovative team Our Client’s Company has over 20 years of experience solving challenging and complex logistics problems. Their cloud based software services are used by multinational companies around the world. Their customer base consists exclusively of Fortune 100 companies.
Service Delivery – Entry Level Support Associate
(Ref. Code: BSSClFELSA0923)
We are seeking a motivated and enthusiastic Entry Level Support Associate to join our client company’s dynamic Service Delivery team in Athens new offices. As an essential member of the team, you will play a key role in providing technical assistance and support to our clients. Your dedication to delivering excellent customer service and your passion for technology will contribute to our company’s mission of ensuring smooth and efficient IT – Logistic operations for our clients.
Responsibilities:
- Provide first-level technical support to clients via phone, email, or ticketing system. Assist with troubleshooting hardware, software, network, and connectivity issues.
- Log and track client reported issues, escalating more complex problems to higher-level support teams while ensuring timely resolution.
- Maintain clear and professional communication with clients, ensuring they are informed about the status of their support requests and that their inquiries are addressed promptly.
- Utilize remote desktop tools to access and resolve client technical issues remotely.
- Create and update detailed technical documentation, including support tickets, resolutions, and frequently asked questions, to facilitate knowledge sharing within the team.
- Assist in monitoring clients’ IT systems and networks, promptly identifying and responding to potential issues.
- Assist clients with software installation, updates, and patches, ensuring compliance with company policies and industry best practices.
- Provide basic training and guidance to clients on using software applications, tools, and systems effectively.
- Collaborate with other teams within the company to ensure seamless communication and knowledge exchange.
Stay current with the latest technology trends, products, and solutions to enhance your technical skills and contribute to the team’s knowledge base. - Monitor the incoming queue of support tickets from carriers, vendors, and customers.
- Be able to analyze and answer inquiries, perform research as needed, and provide responses within set response time deadlines.
- Categorize tickets to the appropriate classifications and delegate them to the responsible party.
- Escalate high-priority tickets, when needed, and mobilize the team accordingly to resolve high and urgent priority tickets.
- Build and track support metrics such as open ticket count, tickets past due, and the ticket queue of individual team members.
- Alert the team when ticket metrics are moving outside of the designated parameters and work with the team to determine and implement a resolution.
- Provide training to internal and external users regarding the online Transportation Management System (TMS) functionality and capabilities.
- Perform a variety of TMS tasks, such as setting up user accounts, routing shipments, and assisting users when experiencing issues.
- Contact carriers and obtain bids for quoted shipment moves.
Requirements:
- Bachelor’s degreein Business, Communications, IT, or Logistics is preferred.
- 0-2 years of work experience in customer service, logistics support, hospitality, banking, or other related fields.
- Strong passion for technology and a desire to build a career in Customer support.
- Strong verbal communication and writing skills in English& Greek.
- Effective verbal and written communication skills, with the ability to explain technical concepts in a clear and concise manner.
- Familiarity with operating systems (Windows, macOS, Linux) and common software applications.
- Experience with GSuite(Gmail,Drive,etc.), customer interface software (such as Zendesk/Salesforce) and Microsoft Office Suite (particularly Excel-navigation, formulas, and using macros).
- Familiarity with Transportation Management Systems (TMS) is preferred.
- Exposure to accounts receivables/payables.
- Internet-savvy with experience in web research.
- Ability to work in a fast-paced environment and with teams in multiple geographies.
- Excellent communication skills and professional demeanor.
- An upbeatand self-motivated personality with a desire to serve, that works with speedand sustained attention.
- Self-disciplined and quick learner with the ability to work with minimal supervision.
- Flexibility when dealing with ambiguity and change.
- Ability to work well with the team to accomplish objectives.
- Ability to identify and analyzeproblems, think through all angles, and implement solutions.
- Performs a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
- Organized and able to handle multiple projects/responsibilities with a focus on detail.
- Ability to complete projects in a timely manner and with accuracy.
- Decisive, dependable, and discrete at handling sensitive and confidential information.
- Excellent problem-solving skills and the ability to think critically under pressure.
- Customer-centric attitude with a focus on providing exceptional customer service.
- Ability to learn quickly and adapt to new technologies and processes.
- Strong organizational skills with the ability to manage and prioritize multiple tasks.
The Company offers:
- Competitive remuneration package in accordance with qualifications and experience.
- Excellent professional working environment.
- Continuous training and development prospects.
- Remote working.
Joining our Client’s Company as an Entry Level Support Associate offers an exciting opportunity to kick-start your career in the world of technology. If you are a self-motivated individual with a passion for helping clients and solving technical challenges, we invite you to be part of our innovative and collaborative team, where your contributions will directly impact the success of our clients and the growth of our company.
Following the collection and screening of CVs, only candidates who meet the requirements of the position will be contacted to set up an interview meeting.
All applications are considered strictly confidential.
Send your CV to career@bssplus.gr, mentioning the Ref. Code.