Support Engineer

• Επικοινωνία με πελάτες της εταιρείας μέσω εισερχόμενων κλήσεων και παροχή εξειδικευμένων λύσεων
• Συμβουλευτική υποστήριξη των επιχειρήσεων σε θέματα εμπορικού και τεχνικού ενδιαφέροντος
• Ανανεώσεις συμβολαίων
• Ενεργοποίηση υπηρεσιών

Technical Support Agent, Business Clients

• Respond to high volumes of technical support requests through multiple support channels
• Diagnose and resolve issues involving product performance, applications, connectivity, operations, and system integration
• Use back offices, command center, chemistry translator, virtual share, and remote-in tools to identify error trends and isolate root causes
• Provide technical inquiries, troubleshooting, application/connectivity/operations training, and customer support to customers, field force, distributors, and strategic partners
• Collaborate with supervisors, support levels, product management, repair, engineering, quality, sales, customer service, training, and other internal teams
• Document interactions and resolutions in the CRM system and manage end-to-end case handling, including regulatory reporting processes
• Handle customer dissatisfaction, complaints, escalations, and retention-related concerns
• Initiate product returns and process orders for troubleshooting, replacement, defective products, and customer accommodation
• Maintain expertise on diagnostic product lines, troubleshooting methods, policies, and procedures
• Participate in special projects, local-market meetings, proactive installation follow-up calls, and customer onboarding
• Manage the RMA process end-to-end
• Adhere to Zoetis policies, procedures, objectives, case-management guidelines, KPIs, and service levels

Diagnostics Technical Support Representative

• Provide remote technical guidance to customers
• Troubleshoot hardware, software, firmware, network, SCADA/EMS, and cloud infrastructure issues
• Serve as the first point of contact for support requests via phone and ticketing systems
• Triage, prioritize, and categorize issues based on severity, customer impact, and SLAs
• Collect and document symptoms, error messages, logs, and prior troubleshooting steps
• Communicate ticket progress, updates, and resolution status to customers
• Escalate critical issues to Tier 2/3, Engineering, Product, and SCADA Delivery teams
• Own issues from intake through resolution and coordinate internal collaboration
• Identify and resolve data-flow interruptions from remote SCADA sites to the SaaS platform
• Execute diagnostic tests, apply configuration changes, and provide solutions for known issues
• Coordinate RMAs for hardware failures in accordance with warranty and repair policies
• Maintain accurate support tickets and contribute to knowledge-base articles
• Provide feedback to engineering and product teams
• Participate in rotating on-call coverage, standups, case reviews, and training sessions

Customer Technical Support Engineer – SCADA, EMS

• Υποστήριξη οικιακών πελατών και μικρών επιχειρήσεων μέσω εισερχόμενων κλήσεων
• Πρώτη διάγνωση και επίλυση τεχνικών ζητημάτων
• Παροχή τεχνικών και λειτουργικών λύσεων σε προϊόντα και υπηρεσίες
• Καταγραφή και διαχείριση αιτημάτων σε συστήματα CRM
• Ενεργοποίηση και υποστήριξη υπηρεσιών

Technical Support Agent, 1st Level

• Monitor system, network, application, and service alerts during rotating 24/7 shifts
• Provide first-level technical support
• Verify alerts, determine causes, and resolve or escalate issues
• Record incidents and alerts in the incident log with problem descriptions, resolutions, and activities performed
• Perform system health checks and quality checks
• Liaise between support groups during system outages
• Work with third-party vendors and service providers to remediate outage issues
• Monitor, supervise, and maintain system and network elements
• Make decisions and adjustments to optimize network performance and organizational productivity
• Use case management and monitoring tools

Support Engineer jobs in Greece

Technical Support Agent, Business Clients

Diagnostics Technical Support Representative

Customer Technical Support Engineer – SCADA, EMS

Technical Support Agent, 1st Level

Technical Support Engineer, Fintech