CRM Support Associate

Summary

Join Aqurance, a leading pharmaceutical consulting firm, as a CRM Support Associate! This full-time hybrid or remote position offers a chance to grow with a company certified as a Great Place to Work. As a Level 1 support associate, you'll be the first point of contact for clients, resolving technical issues and collaborating with other teams. The role requires a university degree in a related field and proven experience in software engineering or computer system integration. Aqurance offers a competitive remuneration package and a supportive, diverse team environment.

Requirements

• Hold a university degree related to Computer Engineering or equivalent knowledge area
• Have proven working experience in software engineering or computer system integration
• Possess confidence and ability to independently handle customer calls and requests
• Be legally allowed to work in the European Union

Responsibilities

• Respond to customer inquiries via phone, email, or chat, offering first-line support for common issues
• Diagnose and resolve basic technical issues including but not limited to user access, data entry, and system navigation
• Accurately log all customer interactions, technical issues, and solutions in the ticketing system, maintaining up-to-date records for future reference
• Identify and escalate more complex technical problems to Level 2 (L2) support teams, ensuring proper follow-up until resolution
• Monitor the shared inbox according to the support schedule
• Support colleagues in resolving level two issues or problems related to other systems or services
• Develop both formal and informal materials, such as documentation and manuals, for internal and external use

Preferred Qualifications

• Have previous experience in customer support/help desk role – minimum 1~2 years experience
• Have experience in Customer Relationship Management (CRM) systems
• Hold a Bachelor's degree or equivalent, related to computer information systems
• Be fluent in English and have excellent command of the Greek language
• Have previous experience in Life sciences and Pharma Industry

Benefits

• Be part of a growing organization, with an international scope, committed to excellence
• Be a member of a fun, dedicated, and diverse team, all striving to reach the same goals and supporting each other along the way
• Receive a fitting remuneration package depending on the skills you will bring to the team
• Work in a full-time hybrid position or remote