Role and Responsibilities

Support Engineer Tier-I will be based in our Innovation Centre in Chania. He/she will report to the Support Center Manager and the responsibilities of the position include:

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of procedures, products and services
• Availability to work on shifts (work at night or on public holiday may be required)

Qualifications and Education Requirements

• Proficiency in English (Proficiency in Spanish will be considered an asset)
• Working knowledge of IT software, and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• For male candidates, military obligations should have been fulfilled.

Preferred Skills

• Experience / knowledge of airline & travel domain
• Bachelor’s degree from an accredited college or university with specialization in Information Technology, Computer Science or equivalent.
• Proven working experience in providing IT support for cloud environments (Azure, Google Cloud or AWS)
• Working knowledge of MS TFS / VSTS, JIRA
• Previous experience in a customer support role