SupportYourApp

Customer Support

• Deliver outstanding customer support via phone calls, chats, and emails
• Build strong and lasting customer relationships
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI
• Communicate with developers and cross-functional specialists

Customer Support Consultant, Hospitality

Artificial Intelligence

• Conduct structured discovery and audit sessions with clients to assess current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times);
• Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities;
• Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage;
• Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals.;
• Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools to improve efficiency and customer experience;
• Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan;
• Translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical stakeholders;
• Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation to advise clients on innovation opportunities.

AI Integration Specialist, Fluent English

• Deliver outstanding customer support via calls, chats and emails
• Build strong and lasting customer relationships
• Keep up with evolving tools and technology
• Handle sensitive customer data with care and security
• Apply the latest and greatest customer happiness practices
• Maintain deep understanding of client solutions and meet KPI
• Communicate with developers and cross-functional specialists

Customer Support Consultant, Fluent English, Spanish

• Deliver multilingual support in French and English
• Respond, troubleshoot and escalate support requests, including technical issues, via email, phone, chat, scheduled video calls
• Maintain regular communication with customers and provide timely updates on open issues and resolutions
• Identify, reproduce, and report bugs clearly to Product and Development teams
• Gather customer feedback, identify recurring needs, and suggest product improvements to enhance the platform experience
• Maintain high service standards by meeting key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction
• Accurately document all customer interactions in the CRM system
• Stay up to date with platform updates, new policies, and industry trends
• Manage high volumes of requests during peak travel seasons, holidays, and major events

Technical SaaS Support Specialist, Fluent French, English

Support Engineer

• Deliver outstanding technical support via emails, phone calls and chats;
• Take ownership of technical issues reported by customers and triage them as needed;
• Analyze and resolve customer inquiries containing technical issues or feedback;
• Follow procedures for proper escalation to relevant internal teams and key stakeholders;
• Maintain accurate records of failures, maintenance activities, and bugs;
• Contribute to and maintain the company’s support knowledge base and related documentation;
• Ensure compliance with the company’s Service Level Agreements (SLAs);

L2 Technical Support Consultant, Fluent English

• Respond to customer inquiries via phone, email, and chat in a professional and efficient manner;
• Troubleshoot technical issues and provide step-by-step guidance to customers;
• Collaborate with other departments to resolve customer inquiries;
• Escalate complex issues to the appropriate team for resolution;
• Document customer interactions;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI;
• Communicate with developers and cross-functional specialists;

Technical Support Consultant, Fluent in Greek and English

Customer Success Manager

• Deliver eBL onboarding, training, and client support after contract signing;
• Guide users through full eBL workflows and ensure correct operational procedures;
• Provide functional and operational support to agri-trading firms, vessel carriers, banks, and agents;
• Maintain communication with clients across regions and gather feedback for improvements;
• Handle first-line eBL issues, perform triage, and escalate when needed;
• Create and maintain user guides, knowledge base content, and troubleshooting documentation;
• Maintain deep understanding of client solutions and meet KPI.

Trade Operations Specialist, Fluent English, eBL, Customer Success

Operations

• Prepare, process, and maintain accurate sales invoices while supporting accounting-related administrative tasks
• Follow up on accounts receivable and communicate with customers regarding invoices, payments, and contract-related matters
• Verify customer orders and ensure all details are correctly processed and documented in internal systems
• Update customers on the status of their files, orders, and ongoing administrative processes
• Enter, update, and monitor sales contracts within the database while maintaining high data quality standards
• Manage general administrative responsibilities including reception support, phone handling, and office management tasks
• Support day-to-day operational activities and contribute to the successful execution of internal operational projects
• Ensure smooth communication between internal departments and customers to improve service efficiency and customer satisfaction
• Maintain organized documentation and administrative records while ensuring deadlines and follow-ups are completed on time

Administration & Operations Specialist, Fluent Dutch

• Prepare, process, and maintain accurate sales invoices while supporting accounting-related administrative tasks
• Follow up on accounts receivable and communicate with customers regarding invoices, payments, and contract-related matters
• Verify customer orders and ensure all details are correctly processed and documented in internal systems
• Update customers on the status of their files, orders, and ongoing administrative processes
• Enter, update, and monitor sales contracts within the database while maintaining high data quality standards
• Manage general administrative responsibilities including reception support, phone handling, and office management tasks
• Support day-to-day operational activities and contribute to the successful execution of internal operational projects
• Ensure smooth communication between internal departments and customers to improve service efficiency and customer satisfaction
• Maintain organized documentation and administrative records while ensuring deadlines and follow-ups are completed on time.

Customer Support Consultant, Hospitality

AI Integration Specialist, Fluent English

Customer Support Consultant, Hospitality

Customer Support Consultant, Fluent English, Spanish

Technical SaaS Support Specialist, Fluent French, English

L2 Technical Support Consultant, Fluent English

L2 Technical Support Consultant, Fluent English

L2 Technical Support Consultant, Fluent English

L2 Technical Support Consultant, Fluent English

L2 Technical Support Consultant, Fluent English

L2 Technical Support Consultant, Fluent English

Technical Support Consultant, Fluent in Greek and English

Trade Operations Specialist, Fluent English, eBL, Customer Success

Administration & Operations Specialist, Fluent Dutch

Administration & Operations Specialist, fluent Dutch