Support Analyst

Employment Category: Full Time

Reports to: Service Center Operations Manager

Position Summary

What You’ll Do/Position Summary

The Support Analyst is our gateway to support for our Indeavor Solution end users. This role involves triaging incoming requests, setting customer expectations in line with contractual agreements, and handling common problems.

Additionally, the Support Analyst assists with how-to guidance, feature requests, and contributes to the creation of Knowledge Base Content (KBAs). This position requires strong problem-solving skills, excellent communication abilities, and the capability to escalate issues to Level 2 support when necessary. Support Analysts must work in accordance with customer contracts and Service Level Agreements (SLAs).

The Support Analyst must be curious and logical, have excellent problem-solving skills to diagnose, evaluate and describe complex situations. Most importantly candidate must have the ability to empathize with our customers and communicate effectively both internally and externally.

Key Responsibilities

• Deliver exceptional customer service via phone, email, and web conference.
• Handle Indeavor Call inquiries and provide prompt assistance to customers.
• Liaise with customers to triage reported issues, understand the impact, and conduct deep analysis to determine the type of request.
• Set appropriate expectations with customers based on their type and impact to manage them according to their contract.
• Resolve common support issues promptly and in accordance with SLAs.
• Use lower environments to thoroughly validate and understand the functionality within the core product and applications, ensuring a deep understanding of customer configurations and use cases.
• Document understanding, assessments, and recommendations clearly and thoroughly when escalating issues to level 2.
• Follow up with customers to ensure their issues are resolved.
• Contribute to the creation and maintenance of Knowledge Base Articles (KBAs) to facilitate self-service support options.
• Other duties as required

Skills, Education and Experience

• Bachelor’s Degree
• Excellent written and verbal English communicator
• A positive, team-oriented attitude with a desire to help
• Fast, self-motivated learner
• Critical and analytical thinking skills
• Flexibility in scheduling including early hours, and the ability to work some weekends and public holidays throughout the year
• Microsoft Office Suite

Other Considerations

• 1st and 2nd shift schedule
• Schedule will require some weekends and holidays during the year
• Business fluency in other languages, particularly German, Chinese, Portuguese, and Spanish, is highly valued due to our global client base

• Competitive salary & Private health insurance.
• International exposure - Joining our team offers the valuable advantage of collaborating within a diverse, multicultural environment.
• Flexibility - Our operational structure embraces a hybrid model, tailored to accommodate your preferences as well as the requirements of our team.
• Casual and friendly working environment in downtown Athens, right next to the Acropolis Metro Station.

About Us

Indeavor is a United States based software company, with offices in Madison, WI, and Athens, Greece. We create enterprise workforce management applications, which are key operational/analytical workforce tools for Fortune 100 customers throughout the United States. By handling scheduling complexity through advanced automation, we ensure our customers always have the right person, in the right place, at the right time, making the working life of thousands of professionals over the world easier, with one click of a button.

At Indeavor we strive to empower our employees, as well. That’s where all of the magic comes from. With our employee-first culture and team-focused mindset, our goal is to ensure that we uphold an inclusive environment where all people feel respected and valued, have opportunities to achieve their goals and develop creative and innovative ideas.

We are an equal opportunity employer and value diversity. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status or disability status, and we'd love to learn about what you can add to our team. All employment is decided based on qualifications, merit and business need.

Think Indeavor sounds like home? Great. We can’t wait to get to know you!

Information about the processing of your personal data

The personal data provided by completing this application form will be processed by “INDEAVOR HELLAS SINGLE MEMBER PRIVATE COMPANY” with the distinctive title “INDEAVOR HELLAS S.M.P.C.” (hereinafter referred to as the “Data Controller” and/or “Company”), based in 7, Dion. Areopagitou St., Athens, Greece, 11742, General Commercial Register number: 136371101000, Tax Identification Number: 800686413, Α’ ATHINON Tax Office, e-mail: [email protected], acting as a Controller for considering your job application associated with a specific open role.

We process personal data as your full name, your e-mail address and your resume (which may include your home address, your telephone number, your education etc.). The sole purpose of processing the personal data included in your resume is to evaluate it, as per your request, and examine the possibility of employment. The lawful basis for processing is to take the necessary steps at your request prior to entering into a contract with you.

Your personal data will be processed by the Company's authorized personnel, which have committed themselves to confidentiality.

Retention period

Your personal data will be retained at our database for six (6) months from filling the job vacancy and afterward will be immediately deleted.

Transfer to third parties

We transfer your personal data to our Parent Company “ScheduleSoft Corporation DBA Indeavor”, based in US, and our IT service providers (e.g. Microsoft Corporation), which are considered recipients of your personal data.

Your rights

You can contact us to submit requests regarding the fulfillment of your rights under GDPR (access, correction, deletion, restriction of processing, portability) or any other matter related to the processing of your personal data by sending an e-mail to [email protected].

We will reply to your requests for free, without delay, and in any case within one (1) month after we receive your request. However, if your request is complex or you submit a large number of requests, we will notify you within one (1) month in case we need to take a two (2) months extension, within which we will respond back to you.

We remind you that if you believe the processing of your personal data violates the applicable law for the protection of personal data or that your request has not been sufficiently addressed, you may file a complaint with the Hellenic Data Protection Authority ().