• Provide first and second-line IT support via phone, email, and live chat. • Own and resolve customer service requests in alignment with SLA commitments. • Monitor and meet internal KPIs focused on service speed, accuracy, and customer satisfaction. • Handle user onboarding and offboarding processes for client environments. • Manage and maintain Microsoft 365, Azure, and client network infrastructure. • Conduct regular maintenance across network, workstation, cloud, and cyber security platforms. • Deliver a professional, world-class support experience to all clients.

• Είσαι το πρώτο σημείο αναφοράς για τους εταιρικούς πελάτες της Cardlink με στόχο την επίλυση ή και ενημέρωσή τους όσον αφορά τη χρήση, τη λειτουργία και το after sales support των τερματικών (POS) • Μπες στην πιο δυναμική ομάδα που αποτελείται από 2000+ μέλη και εξέλιξε την καριέρα σου

• Triage and resolve technical issues escalated by Service Technicians and operations teams using existing documentation, troubleshooting guides, and internal processes • Monitor system alerts, dashboards, and incident queues to identify issues affecting fridge uptime, connectivity, and performance • Diagnose technical problems by reviewing logs, alerts, and system behavior in a Linux-based environment • Support field teams with troubleshooting related to hardware-integrated software systems and connected smart fridge devices • Escalate unresolved or high-impact incidents to the appropriate engineering or technical teams with clear documentation and context • Document newly identified issues, root causes, workarounds, and resolutions to improve the internal knowledge base and reduce repeat escalations • Identify recurring patterns and common technical failures, then communicate findings to help improve operational efficiency and product reliability • Collaborate cross-functionally with Engineering, Operations, and other internal stakeholders to surface systemic issues and support long-term fixes • Maintain accurate records of incidents, resolutions, response times, and support actions taken • Assist in improving support workflows, documentation standards, and escalation procedures • Communicate clearly and professionally with distributed teams in an asynchronous work environment • Follow established service standards, escalation procedures, and support protocols to ensure timely issue resolution

• Monitor, troubleshoot, and ensure platform reliability using tools like Splunk and Zabbix. • Design and enhance proactive monitoring capabilities for AWS Amazon Connect CCaaS platforms. • Collaborate closely with developers, architects, and platform owners. • Participate in application design discussions to develop end-to-end interaction visibility using Splunk. • Troubleshoot and resolve production incidents, performing root cause analysis. • Partner with vendor teams to drive operational improvements. • Develop and maintain Amazon CloudWatch dashboards as complementary monitoring solutions to Splunk. • Conduct knowledge-sharing sessions and document troubleshooting playbooks to enable broader support teams.