• Handle all types of client support tickets, aiming to respond within a 2-hour SLA and escalating issues when appropriate. • Investigate, troubleshoot, and resolve issues, recognizing that some cases require deeper analysis and follow-up. • Join client calls as needed to provide live support and serve as a support liaison (“Charlie”) when required. • Assist with check-in calls when other team members are unavailable. • Manage shared email inbox coverage during team member absences to ensure continuity of support. • Complete full system setups for new clients, including configuration, testing, and support during trainings to ensure a smooth rollout. • Set up and manage recurring inspections for clients. • Create, update, and maintain inspection templates based on client needs. • Ensure existing clients are kept up to date with system changes, enhancements, or required updates. • Assist with updating make-ready boards, including adding, removing, or modifying columns. • Support clients with Engrain maps as needed. • Perform audits to identify missing data, configurations, or setup items and address them accordingly. • Ensure coin winners or incentive recipients are contacted in a timely manner. • Assist with audits or internal checks as requested. • Remain flexible and available to learn new tools, processes, or workflows to support the team wherever needed. • Handle last-minute or unexpected requests that may arise, maintaining a positive and solution-oriented approach.

Role Description Would you love the freedom to work remotely from any city or island in Greece? And does helping travel lovers plan their perfect trips sound exciting? In this role, you'll support German-speaking customers with their bookings, itinerary changes, and general travel needs all from the comfort of your home. You'll be the friendly voice guiding travelers through their journey. Qualifications - German: C2 - English: B2+ - Valid work permit or residence permit in Greece - Strong customer-service mindset - Reliable internet connection for remote work - Previous customer support experience is an advantage but not required Requirements - Assist German-speaking travelers via phone, chat, and email - Handle reservations, changes, cancellations, and payment queries - Provide helpful, clear, and solution-oriented information - Maintain accurate records in internal systems - Meet quality and productivity targets - Collaborate with a multicultural remote team Benefits - 1500 gross x 14 salaries annually - Fully remote anywhere in Greece - Private Health & Life Insurance - 50 monthly meal voucher - Permanent contract 40h/week - 25 days annual leave - Paid training starting 2 January - Stable, long-term role with internal growth opportunities

• Provide multi-channel customer support via email, chat, and phone • Troubleshoot product issues using Zendesk and Jira • Own customer issues end-to-end • Document and categorize issues accurately • Collaborate closely with teammates and cross-functional partners • Build strong product knowledge to guide customers confidently • Represent the customer’s perspective internally

• Manage strategic support accounts and coordinate delivery management for various projects. • Work closely with clients to understand their needs and develop tailored support strategies. • Ensure the successful execution of projects and monitor project progress. • Identify potential risks and implement solutions to keep projects on track. • Build strong relationships and act as the main point of contact for all client-submitted cases. • Provide the highest level of support by quickly diagnosing and resolving client issues. • Establish a help desk to help desk partnership and coordinate with the client's help desk team. • Develop escalation procedures to ensure quick resolution of critical problems. • Monitor and improve help desk performance by reviewing metrics and implementing strategies.