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Associate, Customer Support

As an Associate, Customer Support, you will be responsible for assisting customers, addressing their inquiries, resolving issues, and ensuring their understanding of our products and services. Additionally, you will gather valuable feedback to help improve customer experiences.

Key duties and responsibilities

• Serve as the first point of contact for customers, responding to their inquiries, issues, and requests through various communication channels (phone, email, chat, etc.)
• Provide prompt, courteous, and accurate assistance to customers, troubleshooting and resolving problems they encounter with our products or services
• Guide customers in understanding the features, functionalities, and best practices of our business messaging and mobile marketing solutions
• Document and maintain detailed records of customer interactions, issues, and resolutions using our customer support system
• Collaborate with cross-functional teams, including operations and sales, to address and escalate complex customer issues in a timely manner
• Continuously stay updated on our products, services, industry trends, and market changes to effectively support customers
• Proactively gather feedback from customers, identifying areas for improvement and sharing insights with relevant teams within the company
• Contribute to the development and maintenance of customer support resources, such as FAQs, knowledge base articles, and user guides
• Be aware of and comply with corporate policies and procedures
• Report any identified non-conformities related to Apifon Platform and services provided
• Report observed or suspected information security events and vulnerabilities

• High school diploma or equivalent; Bachelor's degree in a relevant field is a plus
• 4+ years of experience in a customer support role, preferably in a SaaS environment
• Excellent knowledge in customer support software (e.g Zendesk), ticketing systems, and CRM software (e.g., HubSpot)
• Excellent knowledge of Microsoft Office suite
• Written and verbal fluency in both Greek & English
• Ability to work in a fast-paced environment, embracing change and driving improvement
• Strong desire to learn
Soft Skills

• Excellent communication and negotiation skills
• Problem-solving skills
• Team-oriented
• Analytical mind
• Organizational skills
• Active listening
• Multitasking skills

• Being part of an inspiring, friendly, tech-freak, fast-paced environment
• Structured learning path and certifications to develop your skills and expertise
• A great opportunity to grow and work with the most amazing people in the industry
• Private Health Coverage on a Company’s group program 
• Extra benefits like meal tickets, etc.