Technical Customer Support Specialist II

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

📋 Description

• Take ownership of technical customer concerns from the moment they are reported until they are resolved, maintaining regular communication with customers about the status of their issues as well as with internal stakeholders.

• Conduct thorough research and document technical customer challenges, effectively communicating findings to the broader organization.

• Work closely with members of the global Customer Success team to efficiently handle customer inquiries and escalate matters when necessary.

• Act as a bridge between the Engineering, Product, and Customer Success teams, keeping colleagues informed about technical problems, solutions, diagnostics, and resolved matters.

⛳️ Requirements

• 2-3 years of experience providing technical (tier 2 or higher) customer support in a SaaS environment.

• Excellent communication abilities, both verbal and written.

• Strong technical acumen (e.g., handling inconsistent email rendering, analyzing PMS logs, querying data logs for research purposes).

• Proficient in using ticketing or bug tracking systems such as JIRA, Zendesk, and Salesforce, along with solid documentation skills within these platforms.

• Experience in email marketing is a significant advantage; familiarity with HTML is also desirable.

• Comprehensive understanding of troubleshooting web-related issues (e.g., adjusting browser settings, clearing cache, etc.) across all browsers and operating systems, along with proficiency in Excel; SQL knowledge is a plus.

• Familiarity with email service providers like Mailchimp, GMS, Digital Alchemy, Exact Target, Serenata, Cendyn, etc.

• Experience with property management systems (PMS) such as Micros Opera, Maestro, Protel, Fidelio, PowerPro, etc.

• Ability to learn and explain software-related and technical concepts in a manner that is easily understandable for the average user.

• A strong enthusiasm for being part of a dedicated and successful team.

🏝️ Benefits

• Flexible work arrangements.

• First month of training: Monday - Friday, 6pm - 2am EEST.

• Regular working shift: Friday - Saturday, 4:30am - 3pm EEST.

• Sunday - 3:30am - 3:30pm EEST.

• Monday - 3:30am - 12pm EEST.