Technical Support Specialist

About the role

As a Technical Support Specialist at Pos Solutions, you will play a crucial role in ensuring customer satisfaction by delivering exceptional technical assistance. Your primary responsibility will be to troubleshoot and resolve issues related to our products and services, ensuring that our clients receive timely and effective support. You will work closely with various teams to enhance the customer experience and contribute to the continuous improvement of our support processes. This position is ideal for individuals who are passionate about technology and enjoy solving problems in a dynamic environment.

Key facts

What you'll do

• Provide first-line technical support to customers via phone, email, and chat, ensuring prompt and effective resolution of inquiries and issues.
• Diagnose and troubleshoot hardware and software problems, utilizing a variety of diagnostic tools and techniques to identify root causes.
• Collaborate with the development team to escalate complex technical issues and ensure timely resolutions.
• Maintain detailed records of customer interactions, issues, and resolutions in our support ticketing system to track performance metrics and trends.
• Develop and update technical documentation, including FAQs and user guides, to assist customers in self-service troubleshooting.
• Conduct training sessions for customers on product features and best practices to enhance their overall experience.
• Monitor and analyze support metrics to identify areas for improvement in service delivery and customer satisfaction.
• Participate in regular team meetings to share insights, discuss challenges, and contribute to the overall improvement of the support process.
• Stay updated on industry trends and advancements in technology to provide informed support and recommendations to customers.
• Assist in the onboarding of new team members by providing training and guidance on support processes and tools.
• Engage in continuous learning and professional development to enhance your technical skills and knowledge.
• Foster positive relationships with customers to build trust and encourage long-term loyalty to our products and services.

Requirements

• Proven experience in a technical support or customer service role, ideally within the technology sector.
• Strong understanding of computer systems, mobile devices, and software applications.
• Excellent problem-solving skills with the ability to think critically and analytically.
• Exceptional communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Proficiency in using support ticketing systems and remote support tools.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong organizational skills with a keen attention to detail.
• A customer-centric mindset with a passion for delivering outstanding service.
• Flexibility to work various shifts, including evenings and weekends, as needed.

Nice to have

• Familiarity with programming languages such as Python, Java, or C++ is a plus.
• Experience with CRM software and customer support platforms.
• Knowledge of network protocols and troubleshooting techniques.
• Previous experience in a SaaS (Software as a Service) environment.
• Certifications in IT support or related fields (e.g., CompTIA A+, ITIL) are advantageous.

Skills & tools

• Technical troubleshooting and problem-solving
• Customer relationship management (CRM) software
• Remote support tools and ticketing systems
• Documentation and knowledge base management
• Communication and interpersonal skills

Practical notes

• This position is based in Thessaloniki, Pylaia, and offers a full-time engagement with competitive salary options.
• Candidates requiring visa sponsorship should be prepared to provide relevant documentation and undergo the necessary processes.
• The role may require occasional travel for training or team-building events, depending on company needs.
• Interested applicants can apply through the official Pos Solutions career page at [Apply URL](https://possolutions.bamboohr.com/careers/3).

Join Pos Solutions as a Technical Support Specialist and become part of a dedicated team that values innovation, collaboration, and customer satisfaction. Your expertise will help us deliver top-notch support to our clients while fostering a culture of continuous improvement and learning.