Key Duties/Responsibilities: 

• 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.

Key Skills/Experience: 

• 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.

To apply for this vacancy, please send your CV, along with any covering letter to [email protected] quoting the above job title. Please note that due to the high volumes of applications received only shortlisted applicants will be responded to. By sending us your CV you are giving CareerFinders your consent to be contacted for this and any other suitable vacancies that we believe match your skills and experience. To view our privacy policy, please click www.careerfinders.com.cy/privacy-policy.