We are seeking a Level 1 (L1) CRM Support Associate to join our support team. In this role, you will serve as the first point of contact for clients, providing essential support and troubleshooting for any issues they encounter. Your primary responsibility will be to ensure seamless operation and user satisfaction by resolving basic technical issues and collaborating with higher-level support teams as needed.
We offer a full-time hybrid position, with our main offices located in Athens, Greece.
The position reports to the CRM Services Manager.
Is your profile right for the job?
The right candidate to apply for this job is a university degree holder related to Computer Engineering or equivalent knowledge area, with proven working experience in software engineering or computer system integration.
He/She will be responsible to:
- Respond to customer inquiries via phone, email, or chat, offering first-line support for common issues.
- Diagnose and resolve basic technical issues including but not limited to user access, data entry, and system navigation.
- Accurately log all customer interactions, technical issues, and solutions in the ticketing system, maintaining up-to-date records for future reference.
- Identify and escalate more complex technical problems to Level 2 (L2) support teams, ensuring proper follow-up until resolution.
- Monitor the shared inbox according to the support schedule.
- Support colleagues in resolving level two issues or problems related to other systems or services.
- Develop both formal and informal materials, such as documentation and manuals, for internal and external use.
Does the following describe you?
A superb communicator and analytical thinker with problem-solving abilities.
You are a real team worker who enjoys actively collaborating with others and sharing your knowledge.
You are self-motivated and comfortable with interacting through video, voice, and text.
You are polite, creative, punctual, and thorough with attention to detail.
Possessing skills and experience in the following areas will benefit you:
- Previous experience in customer support/help desk role – minimum 1~2 years experience.
- Confidence and ability to independently handle customer calls and requests is mandatory.
- Experience in Customer Relationship Management (CRM) systems.
- Bachelor’s degree or equivalent, related to computer information systems.
- Fluency in English, excellent command of the Greek language.
Previous experience in Life sciences and Pharma Industry is a plus.
What we offer:
Being part of a growing organization, with an international scope, committed to excellence.
Being a member of a fun, dedicated and diverse team, all striving to reach the same goals and supporting each other along the way.
A fitting remuneration package depends on the skills you will bring to the team.
Do you want to join us? Please prepare your CV in English.
We wish to meet you!
Apply promptly as we are interviewing candidates as the applications come in. If you are currently far away, interviews can be conducted remotely so immediate travel is not necessary.
We are an equal-opportunity employer and value diversity in our organization. We do not discriminate based on ethnicity, religion, national origin, gender, sexual orientation, age, marital status, or disability status. You are not required to include these details in your application. The only requirement is that you are legally allowed to work in the European Union.
Please contact hr@aqurance.com should you have any additional questions about the vacancy or the recruitment process.