Senior Help Desk Specialist

Entersoft
Πλήρης απασχόληση Γεμάτη μέρα
Αθήνα

About Entersoft

We are Entersoft a leading business software and services provider in South East Europe and the Middle East for ambitious enterprises of all sizes and verticals. We offer an integrated business software suite with ERP, CRM, Retail, WMS, Mobile, e-Commerce, HR360 and e-Invoicing as well as a range of software for Verticals such as Pharma Distribution and Pharmacies, Retail, Real Estate and others.

We are expanding our Technical Support Team in SW RetailSoft, member of Entersoft Group and we are looking for a Senior Help Desk Specialist.

About the Role

  • Manage the help desk team and evaluate performance to ensure efficiency and effectiveness.
  • Hire, train, and support the technical staff, fostering a positive and collaborative work environment.
  • Ensure timely and accurate customer service on a daily basis, addressing customer inquiries and technical issues promptly.
  • Establish specific customer service standards to maintain high levels of customer satisfaction.
  • Contribute to the improvement of customer service by actively responding to inquiries and managing complaints in a professional manner.
  • Implement best practices throughout the technical support process to streamline operations and enhance customer experience.
  • Gather customer feedback to identify areas for improvement and implement necessary changes.
  • Generate daily, weekly, and monthly reports on team productivity and performance metrics.
  • Provide customer feedback to appropriate internal teams, such as product development managers, to drive product enhancements and improvements.

Desired Skills & Experience

  • Bachelor's degree in computer science, information technology, or a related field
  • Proven experience in a help desk or customer support role
  • Hands-on experience in service desk and remote control and technical software
  • Excellent technical background and ability to provide guidance to non-technical audiences
  • Strong leadership and interpersonal skills, with the ability to motivate and mentor team members.
  • Excellent communication skills, both in Greek and English, with a customer-centric approach.
  • Ability to prioritize tasks and manage time effectively in a fast-paced environment.
  • Problem-solving skills and attention to detail, with a commitment to delivering high-quality service.

What we offer

  • For the right talent that want to be part of our innovation-driven environment and high-performance culture, our offering includes:
  • Competitive remuneration package
  • Private health insurance plan
  • Benefits such as gift cards, meal tickets, personal travelling expenses etc.
  • Continuous training opportunities and certifications
  • A positive and supportive working environment
  • Corporate laptop and equipment

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