At Qualco we make software and offer high value business services for the Credit & Debt Management industry. With offices in Athens, UK, France, Cyprus and Brazil, we serve over 70 clients in more than 11 countries and we keep growing!
We are looking for a Service Desk Analyst to join our Client Support team in Athens. The role will be responsible for ensuring that client requests are actioned and serviced accurately, in line with agreed business processes and service standards, and to the client’s satisfaction.
Join us and you will work closely with the Software Development, Quality Assurance and Business Consulting teams to :
Provide 1st level support to clients;
Pick up Service Desk tickets & phone calls to ensure SLA’s are met, analyze, log and track issues and tickets;
Manage all tickets to close to the satisfaction of the client;
Proactively pick up issues to ensure minimum service disruption for the client;
Communicate effectively with clients and internally at all levels;
Communicate technical details in a plain, clear and simple way;
Manage client access to the online customer support interface;
Keep accurate records of communication with clients, within the company customer support database;
Build strong business relationships with key system users / admins on the client side;
Track, monitor and report customer issues while providing periodic updates both to clients and internally in a timely manner; and
Ensure compliance with internal procedures, best practices, participate in process improvement.
University degree in Engineering, Finance or relevant field of study. Post graduate degree desirable but not essential;
3 years of experience in similar role;
Understanding of S / W development lifecycle, QA processes, IT change management, issue and problem management;
Project Management, strong communication and interpersonal skills, problem-solving ability connecting technology and business issues;
Experience in working in cross-functional, multinational teams in a fast-paced and dynamic environment;
A firm command of the English language and excellent oral and written communication skills; and
Advanced knowledge of Microsoft Office applications.
On top of challenging work and a competitive salary, we are offering :
Private health insurance plan
Mobile telephony and data plan
Free coffee and beverages
Educational expenses for courses, certifications or books
Your race, gender identity and expression, age ethnicity or disability make no difference in Qualco. We want to attract, develop, promote, and retain the best people based only on their ability and behavior.