Key Duties/Responsibilities:

• Provide 1st level Point-Of-Sale (POS) and ecommerce technical support, for existing merchants and ensure effective troubleshooting for POS & ecommerce related issues.
• Maintain log of all calls. Prioritize calls as necessary, provide an update on the status of those and resolve any issues with an emphasis on excellent customer service.
• Perform daily operational monitoring activities for a proactive resolution of issues.
• Adhere to the technical support procedures, in addition to the standard procedures, for the proper escalation of unresolved issues to appropriate internal teams.
• Take ownership of customer issues through resolution or escalation, while providing accurate and prompt feedback both to the merchant and the team.
• Maintain a high percentage of first call customer issue resolution.

Key Skills/Experience:

• Higher education qualification.
• Previous experience in Card Payments Services or in any other technical support/customer service/call center role.
• Familiar with Digital/Cards Payments and merchant payment acceptance processes will be considered as an advantage.
• Knowledge of POS Terminals and related technologies will also be considered an advantage.
• Strong communication and customer service skills.
• Sense of urgency with respect to customer contacts and resolution.
• Very good organisational skills.
• Energetic, flexible, with a positive attitude; team player and hard worker.
• Computer literate with a passion for technology.
• Fluency in Greek and English.
• Ability to work on rotational shift patterns (8.00am – 4.00pm and 6.00pm – 2.00am).

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