Our client, a Shipping Services Company in Limassol is looking for a Tier 1 Support Agent who will be the first point of contact for customers seeking help with the company’s innovative products—from chartplotters and radars to autopilots and fish finders.
This entry-level role is ideal for recent graduates who are enthusiastic about troubleshooting, enjoy helping others, and want to grow in a dynamic, customer-focused environment. Experience is a plus, you will be trained.
Responsibilities:
- Customer Interaction: Respond to inquiries via phone, web, and email, using our knowledge base and FAQs or escalating to Tier 2 when needed.
- Technical Troubleshooting: Assist customers in resolving issues related to the company’s products, with guidance and support from experienced team members.
- Follow-Up & Resolution: Provide callbacks and follow-through to ensure customer satisfaction within departmental KPIs.
- Complaint Handling: Help resolve customer complaints and escalate complex cases to the line manager.
- Knowledge Base Development: Contribute to FAQs and support documentation to empower customer self-service and improve support quality.
- Remote Support: Use tools like TeamViewer to assist customers with diagnostics and issue resolution.
- Repair Coordination: Support the administration of repairs via the company’s customer portal.
- Team Collaboration: Work closely with colleagues to share insights and strengthen team performance.
- Additional Duties: Take on other support-related tasks as assigned.
Requirements:
- Strong verbal and written communication skills in clear, grammatically correct English ((near)-native English skills). This is a must.
- Experience is a plus
- Comfortable using PCs and telephony systems.
- A customer-first mindset and eagerness to learn.
- Interest in electronics and a willingness to develop technical troubleshooting skills.
- Ability to work well in a team and take initiative.
- Motivation to grow professionally in the maritime industry.
Working Hours:
- The working days are Friday, Saturday, Sunday and Monday, so 4 days working, 3 days off. It will be 40 hours in 4 days.
- Shift hours will be required from the morning till midnight (no night shifts).
- This is a remote role, but for trainings you will be required to come to the office in Limassol.
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Junior Tier 1 Support Agent (Friday - Monday, Remote) with reference number 4493.
Or you can apply directly through your candidate login by hitting the APPLY button.
