Customer Support Agent – Technical Ops

HarborLab

Junior Customer Support Agent offering 1st level technical support for HarborLab's maritime tech platform. Handling customer queries across all communication channels, primarily during night shifts.

Posted 7/21/2026full-timeAthens • 🇬🇷 GreeceJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within a SaaS environment, with strong analytical skills and the ability to manage escalations effectively. Proficient in KYC screening and compliance, with excellent communication skills in English.

Highest-signal resume keywords

Customer Support ExperienceKYC ScreeningSaaS KnowledgeAnalytical SkillsMS Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportKYC ScreeningAnalytical SkillsProblem SolvingMultitasking

Soft Skills

Emotional IntelligenceTeam SpiritCommunication SkillsAttention to DetailPositive Attitude

Tools & Technologies

SaaS PlatformsCommunication ChannelsSoftware Tools

Industry Keywords

Business AdministrationMaritime OperationsShipping OperationsComputer Science

About the role

Key responsibilities & impact

**WHAT YOU WILL BE DOING **
- Become a HarborLab product expert
- Be the first point of contact of customers/partners using the platform for their daily operations and address their queries via all our communication channels (telephone, email, live chat)
- Develop deep understanding of key clients’ workflows that aid in resolving highly sophisticated issues
- Manage escalations and customer expectations on high priority issues in a timely manner to provide the best possible resolution
- Collaborate across different functional teams that deliver appropriate and prompt solutions to clients and address customers’ concerns proactively and efficiently
- Implement KYC screening on several registered partner’s entities within the system reassuring compliance in the involved transactional parties
- Be able to work night shifts to effectively address Customer’s inquiries and provide relevant solutions in a prompt and efficient manner

Requirements

What you’ll need

**WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE **
- At least 2 years of prior experience in Partners Support/Customer Support in a SaaS company
- Bachelor’s degree in Business Administration/Maritime/Shipping Operations/Computer Science or related field
- People-first mindset, team spirit and knowledge sharing
- Strong analytical skills and goal-oriented mindset with attention to detail
- Advanced IT&C knowledge and capabilities to learn new software tools on the job
- High levels of emotional intelligence and empathy
- Evidence of consistently excelling at what you do
- Strong motivation and positive attitude
- Ability to work independently as well as part of a team and ability to multitask under pressing deadlines
- Strong communication skills and the ability to follow customer narratives to understand their point of view and find appropriate solutions
- Excellent knowledge of MS Office
- Ability to communicate confidently and clearly in English, both verbally and in written
- Fulfilled military obligations (where applicable)

Benefits

Comp & perks

**WHAT WE OFFER **
- Attractive compensation package based on experience and skillset
- 30 days of paid annual leave
- Comprehensive private health insurance coverage for your entire family
- Hybrid way of work
- Life Coach, Running Coach and Kick-Boxing Sessions
- Cool start-up environment (with swag, and much more)