Support Analyst

Employment Category: Full Time

Reports to: Service Center Operations Manager

Position Summary

What You’ll Do/Position Summary

Support Analyst – Customer-Centric Problem Solver

The Support Analyst is the front line of our customer support team, serving as the first point of contact for Indeavor Solution end users. This critical role focuses on delivering swift and effective troubleshooting, along with communicating clear, well-structured action plans that inspire confidence and clarity. You’ll navigate the organization with purpose and urgency to deliver outstanding customer outcomes—balancing technical expertise with customer empathy and communication excellence.

We're looking for someone who is curious, logical, and passionate about helping others—someone who thrives in complexity and enjoys simplifying it for others. If you're energized by solving problems, explaining solutions with clarity, and building strong relationships with customers through dynamic, thoughtful conversations, we want to hear from you.

Key Responsibilities

• Serve as the initial point of contact for customer support via phone, email, and web conference, ensuring a personable and professional experience.
• Quickly triage and categorize incoming requests, perform impact assessments, and clearly communicate next steps to customers based on their service agreements and urgency.
• Troubleshoot and resolve common support issues independently, demonstrating initiative and a structured approach to problem-solving.
• Clearly document all assessments, findings, and proposed solutions in an organized and concise manner—especially when escalating.
• Communicate with empathy, urgency, and clarity—keeping customers informed at every stage and setting appropriate expectations aligned with contractual obligations.
• Use internal testing environments to replicate issues, validate functionality, and gain a deep understanding of our product and customer configurations.
• Collaborate cross-functionally to ensure a seamless support experience that puts the customer at the center of everything we do.
• Author and maintain Knowledge Base Articles (KBAs) that empower customers to solve issues independently and learn about the platform.
• Follow up diligently with customers to confirm resolution and satisfaction.
• Champion continuous improvement in our processes, documentation, and service delivery.

What You Bring

• A curious mindset and logical approach to evaluating and solving complex problems.
• Exceptional written communication skills—you know how to craft well-organized, detailed explanations that are easy to follow.
• Dynamic verbal communication skills that reflect empathy, urgency, and customer obsession.
• Confidence in navigating internal teams and resources to resolve customer issues and advocate for their needs.
• A strong understanding of SLAs and the ability to balance contractual requirements with customer satisfaction.
• Previous experience in a technical support or customer-facing role is preferred.

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 ().