Client Support Agent
As a Client Support Agent in the Client Support Team of Advantage FSE, you will serve as the first line of support, addressing client requests, resolving service inquiries and providing timely solutions and technical assistance to our clients. Your responsibilities will include troubleshooting client-reported issues and testing reported problems to ensure accurate diagnoses. You will also play a key role in coordinating release planning with clients and internal teams, ensuring that the deliverables align with client expectations. By managing client relationships and leveraging support tools, you will contribute to efficiently resolving issues, maintaining the highest standard of service and an overall positive customer experience for our clients.
What will you be doing?
- Serve as the first line of support for client inquiries, issues and requests to provide prompt and effective solutions to technical issues, product inquiries, and service-related questions.
- Document and track customer interactions in the support system (Jira), ensuring accurate records and follow-up actions. Verify that all reported issues have sufficient detail & evidence, including steps to reproduce, screenshots, logs, and other relevant information to facilitate faster resolutions.
- Screen client-reported issues to effectively categorize and assess them based on based on their severity, impact, and type. Use this data to inform the triaging process and prioritize requests, ensuring a smooth workflow between the support teams.
- Investigate, reproduce and test client issues.
- Hold regular or ad hoc sync meetings with clients to discuss ongoing issues, gather updates, and ensure proper alignment on priorities and solutions.
- Collaborate with clients to understand their needs and help plan client releases accordingly. Work with internal teams to ensure timely delivery of releases that meet client expectations. Prepare and share comprehensive release documents and reports.
- Contribute to maintaining a high customer satisfaction rate by providing excellent customer service and resolving client concerns, adhering to support SLAs. Be proactive in identifying and addressing customer needs, ensuring that clients’ expectations are met.
- Escalate unresolved issues to higher-tier support teams, ensuring seamless handover and follow-up.
- Maintain a thorough understanding of company products, services, and policies to provide accurate support.
- Identify opportunities for process improvements and share insights with the team.
What do your qualifications look like?
- Bachelor’s degree in IT or equivalent experience preferred.
- A background in a technical field or in a quality assurance role is a plus.
- Minimum 1-2 years of experience in customer support, Quality Assurance & project management, or a similar role.
- Experience working with ticketing systems or similar tools, verifying and gathering comprehensive issue details and ensuring a smooth workflow in the support team.
- Experience in managing client relationships, including holding meetings or syncs, handling multiple client requests and following a client-centric approach.
- Strong verbal and written communication skills in Greek and English. Ability to communicate complex technical concepts in a simple and clear manner.
- Solid understanding of the SDLC and software testing standards.
- Skilled in triaging client-reported issues and ensuring proper escalation when needed.
- Familiarity with release planning and preparing release documentation.
- Highly accountable and responsible, ensuring that all customer issues are resolved promptly and thoroughly to maintain a high level of customer satisfaction.
- Ability to handle multiple tasks, prioritizing requests and meeting deadlines.
- Ability to collaborate with internal teams (technical support, product, and development) to ensure that client requests and releases are managed smoothly and efficiently.
- Adaptability to evolving support tools, processes, and client needs, with a proactive mindset to keep up with changing requirements or systems.
Nice to Have
- Fluency in Spanish is a plus.
Join Our #AFSETeam!
- Flexible Hybrid Work Environment
Enjoy the benefits of both remote and in-office work, promoting better work-life integration.
- Buddy Program for Seamless Onboarding
A dedicated buddy will guide you through your initial journey, ensuring a smooth transition into our team.
- Competitive Compensation Package We offer a salary structure & monetary benefits that reflects your skills and contributions.
- Comprehensive Health & Life Insurance from Day One Your well-being is our priority, with extensive coverage starting immediately.
- Structured Career Development Framework Clear pathways for advancement, supported by regular performance evaluations and feedback.
- Unlimited Learning & Development Opportunities Access to a vast array of training resources to fuel your continuous growth.
- Well-being Initiatives & Work-Life Balance Support Participate in programs designed to support your mental and physical health.
- Engaging Team-Building Activities Regular events to strengthen team bonds and celebrate our collective achievements.
- Expertise in Digital Banking Work with us to become a specialist in the evolving field of digital banking.
Our Selection Process
Once you apply, your application will be reviewed by our recruitment team. If you’ve got the skills and the experience we are looking for, you will be invited to have an initial conversation with our Talent Acquisition team, where you’ll get to find out more about our company & the opportunity, while we can learn more about you.
If things go well, you can then expect a technical assessment, and 2 – 3 interviews with the hiring team, after which a decision will be made.
If we are both successful in identifying a ‘match’ between us, and you accept our offer, our People & Culture team will help you through our onboarding process.
If you want to apply to our job opening, please send us your CV in English @ careers@afse.eu .
For more information on what life @ Advantage is like, follow us on LinkedIn, Instagram and Facebook.
At Advantage FSE, we are dedicated to fostering a diverse and inclusive workplace where everyone is valued and respected. We are proud to be an equal opportunity employer, and we do not discriminate based on race, color, creed, pregnancy, religion, gender, national origin, age, disability, marital status, or any other legally protected status.
We are committed to providing reasonable accommodations for employees with disabilities to ensure equal access to opportunities. Additionally, we have a zero-tolerance policy for harassment of any kind based on protected status.
This commitment to diversity, equity, and inclusion extends to all aspects of our organization, including recruitment, hiring, training, promotion, compensation, benefits, transfer opportunities, and social & recreational programs.
Join us at Advantage FSE, where your unique talents and perspectives are embraced, and where together, we create a more inclusive and equitable future for all.
