Help-Desk Agent
- Λευκωσία
- Μόνιμη
- Πλήρης Απασχόληση
- Monitor and respond promptly to incoming emails to ensure timely action on support requests and internal communications.
- Answer incoming calls professionally and ensure appropriate follow-up.
- Assign service calls to engineers when required for effective resolution.
- Coordinate and manage service tickets using the company's ticketing system, ensuring accurate documentation and timely resolution.
- Prepare and send routine reports or updates to customers as per schedule or contract requirements.
- Maintain up-to-date and accurate records in the Contract Management System (CMS).
- Report relevant activities to the Support Centre.
- Read, interpret, and act upon information in customer contracts, including SLAs and support entitlements.
- Assist in RMA processes, including documentation and coordination with vendors.
- Process orders in accordance with internal procedures, ensuring accuracy and timely follow-up.
- Collaborate with internal teams (technical, sales, logistics) to resolve client issues and maintain high service standards.
- Monitor the status of new customer orders and manage the warranty claims
- Maintain the departmental filing system and produce monthly or ad hoc reports.
- Provide administrative support and assist with general office duties.
- A University degree/diploma in Business Administration, or a related field will be considered an advantage.
- 2+ years of experience in a helpdesk, technical support, or customer service role, preferably in an IT environment.
- Good understanding of IT systems and terminology.
- Excellent verbal and written communication skills in both Greek and English.
- Ability to prioritize tasks, work under pressure, and manage multiple requests simultaneously.
- Strong organizational skills and attention to detail.
- Proficient in using ticketing systems and standard office applications.
- Ability to understand and follow technical and contractual documentation.
- ITIL Foundation certification or knowledge of ITIL-based processes will be considered an advantage.
- Experience with CRM, ERP will be considered an advantage.
- Familiarity with RMA and order processing procedures in an IT environment.