• Serve as the dedicated support point of contact for an assigned portfolio of RealTime’s top strategic accounts ensuring these customers receive a consistently elevated, white-glove support experience. • Develop deep familiarity with each assigned account’s configuration, workflows, usage patterns, open issues, and relationship history; maintain account-level documentation that enables continuity and proactive service. • Proactively monitor account health indicators and open case activity for assigned accounts; identify patterns, risks, and engagement opportunities before they surface as escalations. • Conduct regular outreach and relationship touchpoints with key stakeholders at assigned accounts to validate satisfaction, surface concerns early, and reinforce RealTime’s commitment to their success. • Own the end-to-end lifecycle oversight of escalated cases from key accounts from intake through resolution and customer confirmation ensuring no escalation is left without clear ownership, next steps, and communication. • Investigate complex, multi-system, or cross-functional issues; drive resolution by coordinating with L2 Specialists, Product Health, Engineering, and Customer Success as needed. • Serve as the internal escalation resource for Support Leads and L2 Specialists on cases involving named accounts, high risk, or executive visibility, providing guidance, joining calls, or directly taking over cases as the situation warrants. • Lead customer-facing escalation calls and executive communications with composure, transparency, and solution orientation; manage expectations clearly throughout the resolution process. • Monitor account health indicators and open case activity across the assigned portfolio to identify patterns, risks, and engagement opportunities before they surface as escalations. • Partner with Customer Success and Professional Services to ensure coordinated care for escalated accounts and informed handoffs between teams. • Synthesize recurring themes, systemic issues, and product gaps observed across the key account portfolio. • Communicate findings and actionable recommendations to the Director of Customer Support and the Product Health team on a regular cadence. • Document escalation outcomes, root causes, and lessons learned in a format that strengthens the team's handling of future issues. • Maintain full compliance with HIPAA Privacy Rule requirements; this role regularly accesses Protected Health Information (PHI). • Uphold the highest standards of written and verbal professionalism in all customer and internal communications, consistent with the elevated expectations of this role. • Model RealTime’s customer commitment principles and serve as a standard-bearer for quality, responsiveness, and accountability within the support organization.

• ⚡ Making energy easy. Cutting through the jargon and helping customers understand their bills, meters, and tariffs without the headache. • 💡 Solving problems like a pro. Whether it’s a billing query, a meter issue, or a complex energy conundrum – you’ll be on it, finding the best fix fast. • 📞 End-to-end service via phone or email. No endless transfers or passing the buck – you’ll handle queries from start to finish, including complaints, making sure customers get the right help the first time. • 🧠 Thinking on your feet. No scripts, no robotic responses – just real conversations where you listen, understand, and deliver solutions that make sense. • ❤️ Treat every customer with the care you’d give gran. We believe in warmth, kindness, and going the extra mile – because that’s what good service looks like. • 🌍 Making a difference. Whether it’s helping someone struggling with their energy bills or advising on greener energy choices, you’ll have a real impact. • 🏘️ You will be home based with flexible hours whilst being part of a supportive and inspiring team.

Role Description Are you a globetrotter at heart with a talent for navigating complex logistics? We are scouting for resourceful, Croatian-speaking professionals to join our premier global travel support collective based in the historic Mediterranean hub of Athens. This isn't just a job; it's a career-defining move. You will represent one of the world's most prestigious travel platforms, starting with an immersive on-site residency in the Greek capital before transitioning into a flexible, permanent remote arrangement within Greece. The Role: Architect of Experiences As a Travel Consultant, you serve as the critical link between travelers and their next great adventure. You will act as a strategic navigator, resolving intricate booking challenges and ensuring every journey is executed with precision and care. - Strategic Advocacy: Deliver world-class support to Croatian-speaking travelers and global accommodation partners through multi-channel communication. - Lifecycle Management: Oversee the end-to-end booking process, including high-stakes modifications, cancellations, and bespoke special requests. - Dispute Resolution: Serve as a professional liaison between guests and properties to mitigate issues regarding logistics, financial transactions, or on-site experiences. - Brand Stewardship: Uphold the reputation of a global industry leader by maintaining a sophisticated, empathetic, and professional tone. - Digital Proficiency: Master advanced CRM systems to document workflows and optimize the user experience. Qualifications - Linguistic Mastery: Native or near-native fluency in Croatian with professional proficiency in English (Minimum B2). - Articulate Communication: Exceptional written and verbal skills, underpinned by a high EQ and a solution-oriented mindset. - Digital Agility: High comfort level navigating complex software ecosystems and multi-tab environments. - Growth Mindset: An adaptable approach to professional development; while travel or CS experience is valued, we provide comprehensive, paid training for the right talent. - Operational Commitment: Ability to commit to a full-time (40 hours/week) schedule within a rotational shift structure. Requirements - Ability to commit to a full-time (40 hours/week) schedule within a rotational shift structure. Benefits - Relocation: Fully covered flight to Athens. - Transition Housing: 3 months of company-sponsored hotel accommodation to allow you to settle in comfortably. - Bureaucratic Support: Concierge-level assistance with Greek administrative requirements (AFM, AMKA, bank account setup). - Hybrid Freedom: Following an initial 3-month on-site training and integration period in Athens, you are eligible to work fully remote from any location within Greece. - Financial Incentive: A €1,200 Signing Bonus to welcome you to the team. - Salary Structure: Competitive monthly base salary plus performance-linked bonuses. In accordance with Greek labor standards, you will receive 14 salaries per year. - Health & Wellness: Comprehensive private health insurance, life insurance, and a corporate pension scheme. - Career Velocity: A clear trajectory toward leadership, Quality Assurance, or Corporate Training roles through our internal promotion policy. - Global Community: A sophisticated, multicultural workplace featuring modern facilities, organized social initiatives, and a network of international professionals.

Role Description Buscamos un Asesor de Servicio al Cliente altamente capacitado, enfocado en brindar un servicio telefónico excepcional. El candidato ideal poseerá excelentes habilidades de escucha activa, empatía y la capacidad de gestionar eficazmente las interacciones con los clientes. Este puesto es ideal para alguien que disfruta trabajando con clientes, tiene aptitudes técnicas y le apasiona la industria de los videojuegos. Si eres una persona resolutiva y comprometida con brindar un servicio excelente, nos encantaría conocerte. - Brindar un servicio al cliente excepcional a los usuarios de la plataforma, ayudándolos con diversas consultas y problemas relacionados con soporte técnico, garantías, envíos y actualizaciones de software. - Asistir a los clientes con sus soluciones tecnológicas. - Demostrar un profundo conocimiento de los servicios y productos, manteniéndose al día con las nuevas funciones y actualizaciones. Qualifications - Una persona apasionada por el servicio al cliente. - Excelente actitud e interés en ayudar a los demás y resolver situaciones con una actitud positiva. - Persona proactiva y responsable. Benefits - Contrato a término indefinido. - Bonos por desempeño. - Fondo de empleados. - Programa de voluntariados. - Plan carrera. - Trabajo desde casa. Requirements - 42 horas semanales. - Horarios: - Entrenamiento: de 6:00 - 13:00 L a V. - Operaciones: Franja entre las 9:00 a 18:00. - 2 días off. - Salario: - Entrenamiento: $3,061,000 COP. - Producción: $3,061,000 COP. - Ubicación: Teletrabajo | ciudades principales. Company Description Somos expertos en servicios digitales globales para empresas en 100 países, con casi 500,000 empleados en todo el mundo. Great Place To Work® nos ha certificado como uno de los mejores lugares para trabajar en el país y a nivel mundial. Innovamos constantemente y siempre vamos más allá. En TP, promovemos la diversidad, la equidad y la inclusión en cada interacción. Valoramos las perspectivas e identidades únicas de nuestros clientes y colegas, fomentando una cultura inclusiva donde todas las voces son escuchadas, valoradas y respetadas. Nuestro compromiso con la diversidad fortalece nuestras relaciones, genera un impacto significativo y contribuye a un mundo más equitativo. Marca la diferencia con el TOP Team!