Customer Support Engineer

This is a fully remote position, open to applicants in Greece.

📋 Description

• Manage customer inquiries from start to finish, including how-to questions, product inquiries, and basic bug reports.

• Investigate, reproduce, and confirm reported issues and bugs, escalating more complex cases to the appropriate personnel.

• Execute routine operational responsibilities: data imports, catalog updates, order configurations, and onboarding setups.

• Record and update customer cases with detailed documentation.

• Monitor and adhere to SLAs, ensuring customer satisfaction in every interaction.

• Clearly document your work to facilitate learning for others and ensure cases are well-organized.

• Identify and report gaps in product documentation, sharing insights with relevant teams.

• Participate in a rotating shift schedule to provide support to our customers across various time zones (1 week of evenings, followed by 3 weeks of mornings).

• Collaborate with engineering, QA, and product teams to address complex issues.

⛳️ Requirements

• A degree in Computer Science, IT, or a related technical discipline is essential, as you will be dealing with technical requests and problem-solving.

• Familiarity with basic HTML, CSS, and databases is required.

• Some exposure to APIs and structured data formats like JSON is advantageous; while you don't need to be an expert, a willingness to learn is crucial.

• Ability to work in shifts while maintaining high-quality standards at all times.

• Fluency in both Greek and English, both written and spoken, to effectively support our diverse customer base.

🏝️ Benefits

• Work-from-anywhere scheme (travel and work).

• Flexible working hours.

• Health and life insurance program.

• Learning & development budget.

• Tech-driven, friendly team with an international mindset.