Location: Athens
Department: Technology & IT
About the Role
We are seeking a motivated and service-oriented Tech Support Agent to join our team and support users of the ELO Document Management System (DMS). The successful candidate will be responsible for providing first-level support, assisting users with day-to-day platform usage, troubleshooting application-related issues, and ensuring a high-quality support experience for clients and internal teams.
This role requires strong communication skills, problem-solving abilities, and a customer-focused mindset, with the ability to work effectively in a fast-paced and collaborative environment.
Key Responsibilities:
- Provide 1st level support for users and clients of the ELO Document Management System (DMS)τ
- Log, track, prioritize, and manage support requests through the company’s ticketing system
- Troubleshoot and resolve application-related issues, user access requests, and system usage inquiries
- Support users with document workflows, permissions, configurations, and daily platform operations
- Collaborate with internal teams, including Developers, Sales, and Operations, to escalate and resolve more complex issues
- Monitor system functionality and report incidents or operational issues in a timely manner
- Create, maintain, and update user guides, technical documentation, and knowledge base articles
- Provide guidance and basic training to users regarding system functionality and best practices
- Ensure compliance with company procedures, security standards, and data handling policies
- Maintain a high standard of customer support and professional communication with users and clients
- Participate in internal projects, process improvements, and system enhancement initiatives
Requirements:
- Strong problem-solving and analytical thinking skills
- Excellent communication and interpersonal skills
- Professional attitude with a strong customer service orientation
- Team-oriented mindset with the ability to collaborate effectively across departments
- Strong organizational and time management abilities
- Ability to prioritize and manage multiple requests simultaneously
- Adaptability to new technologies, tools, and business processes
- High level of responsibility, reliability, and accountability
- Ability to work efficiently under pressure in a dynamic environment
- Strong attention to detail and accurate documentation skills
- Ability to work independently while recognizing when escalation is required
- Good command of English, both written and spoken
- Strong sense of confidentiality and professional handling of sensitive company information
Preferred Qualifications:
- Previous experience in Technical Support, Customer Support, or Application Support roles
- Familiarity with Document Management Systems (DMS) or enterprise software platforms
- Experience with ticketing systems and customer support tools
- Basic understanding of workflows, user permissions, and business process management
- Experience with ELO Document Management System will be considered a strong advantage
The selection process follows the principles of fairness, equal treatment and non-discrimination, applying consistent, role-related evaluation criteria. Application data is processed in accordance with Archeiothiki’s Personal Data Protection Policy for Candidate Employees.