Customer Support Expert (Junior/Early Experience)

• We are disrupting the retail market
• Intale is a dynamic company that modernises the retail industry. Our mission is to digitize and connect retailers and help them succeed in the 21 century.
• How we do it
• We develop Intale Point , the most modern retail software helping small businesses, chains and franchises increase profit margins and operate optimally.
• We process 100M transactions annually that translates to 800M euros pass-through revenue, which makes our solution the most popular cloud retail platform in Greece.
• How we support our users
• Our users are your next door retail stores . Most stores work long hours and serve hundreds of customers daily.
• We understand the needs of our market very well and the urgency to serve the customer rapidly and accurately, hence we strive to provide excellent support with very demanding KPIs.

The Role

As a Customer Support Expert , you will be part of our Helpdesk/Call Centre department, assisting our users troubleshoot and answer questions.

Key responsibilities of this role include

Keeping our users happy is your ultimate KPI, and here are some ways to get there

• Answer calls promptly, professionally and effectively
• Accurately register tickets in our ticketing system (currently Jira Service Management)
• Call users for preventive maintenance and improvements
• Identify issues that require escalation to development team
• Facilitate the continuous updating of our knowledge base
• Report recurring issues and patterns to Support Manager for permanent resolution

Key requirements

• Be customer centric and communicate efficiently
• Technical background (IEK or other tech degree)
• Troubleshooting and problem solving mentality
• Teamwork mentality
• Good knowledge of English language
• Native Greek language
• Ability to work under pressure
• You work will involve daytime shifts and occasionally on-call
• Customer service experience is a plus

Also would be nice to have

• Network (routing, VLAN, VPN etc)
• SQL knowledge
• Basic Linux knowledge
• Previous experience on CRM/ERP systems

Our people mean the world to us and we only recruit the best. We offer great benefits and opportunities for personal and business development.

• Competitive salary
• Exciting technology and clients
• An entrepreneurial and creative work environment
• Central location at Monastiraki and also remote work (depending on departmental planning)

And one more thing: we don’t hire you because you are just the best skilled, we hire you because we think you are a perfect match to our team and our mission.