Customer Support Agent (Technical Ops)

Description

ABOUT HARBORLAB

Founded in 2020 in Greece HarborLab is a fast-growing B2B maritime tech company on a mission to simplify and optimize port cost management. Our end-to-endAI-powered SaaS platformtransforms how Shipowners and Shipmanagers handle Disbursement Accounts (DAs) bringing automation real-time data control and transparency to one of the most complex and costly parts of global shipping.

But we dont stop there. HarborLab also powers a thrivingMarketplace connecting Principals with a global network of vetted Port Agents and Vendors.

At HarborLabpeople come first. Our culture is anchored in ambition trustworthiness genuine care and agilityvalues we bring to every interaction with our customers and our team. Were proud to be consistently recognized as a Best Workplace () and certified as a Great Place to Work ().

If youre looking to make a global impact grow alongside passionate peers and shape the future of maritime innovationwed love to meet you.

ABOUT THE ROLE

As a Junior Customer Support Agent you will provide 1st level technical support to our customers for using our platform and collaborate with internal resources to troubleshoot and implement appropriate solutions. Candidates must be willing to work mainly in night shifts.

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 partners entities within the system reassuring compliance in the involved transactional parties
• Be able to work night shifts to effectively address Customers inquiries and provide relevant solutions in a prompt and efficient manner

Requirements

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
• Bachelors 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

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
• Running Coach and Kick-Boxing Sessions
• Cool start-up environment

Equal Opportunity Statement

HarborLab is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and prohibit discrimination on the basis of race color religion age sex national origin disability sexual orientation gender identity or expression or any other characteristic protected by applicable law.

Data Protection (GDPR)

HarborLab collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). The information provided as part of your job application will be used solely for recruitment purposes. Your data may be retained in our talent database for future opportunities. You may request access to correction of or deletion of your personal data at any time by contacting.

Right to Work

By applying for this position you confirm that you have the legal right to work in the European Union.

#LI-Hybrid

Required Experience:

Unclear Seniority

Employment Type : Full Time
Department / Functional Area: Operations
Experience: years
Vacancy: 1