Customer Service Support Specialist - Athens, remote

Our client, a global provider of technology products and services for utilities and infrastructure customers, is seeking a Customer Service Support Specialist to join its team based in Athens, Greece.

The Role 

This role sits at the intersection of technical support and quality assurance, providing B2B technical support to business customers by managing enquiries, incidents, and service requests through Salesforce case management. The position works closely with the Athens-based Test Team on defect triage, issue validation, and customer acceptance testing, acting as the primary link between customers, testing teams, and development to ensure accurate case handling and reliable communication across all stakeholders.

Key Responsibilities

• Provide B2B technical support by managing customer incidents, service requests, and enquiries through Salesforce case management, telephone, email, and other approved channels
• Log, categorize, prioritize, and track cases in Salesforce, ensuring accurate documentation throughout the resolution lifecycle
• Work closely with the Athens-based Test Team on low-level product and system testing, including issue validation, defect reproduction, and test execution support
• Coordinate with testing, engineering, and product teams to investigate and verify customer-reported issues
• Support customer acceptance testing by documenting findings, recording results, and communicating status updates to stakeholders
• Participate in defect triage and resolution activities, ensuring clear communication between customers, testing teams, and development teams
• Maintain effective working relationships with business customers, project teams, and international support organizations

What You'll Bring

• 2-3 years of experience in technical support, case management, or a similar coordination role, ideally in a B2B environment
• Experience with case or ticket management systems (Salesforce preferred)
• Familiarity with software testing concepts, such as defect lifecycle, test execution, or user acceptance testing
• Excellent verbal and written communication skills, with the ability to convey technical and non-technical information clearly
• Strong active listening and customer engagement abilities
• Skilled in documenting incidents, test results, and resolutions accurately and professionally
• Professionalism, empathy, and diplomacy when managing customer enquiries and complaints
• Willingness to travel occasionally (less than 10%) to customer sites, project locations, or company offices

Nice to Have

• Prior exposure to Salesforce or similar CRM/case management platforms
• Background in QA, software testing, or a technical support role within a product or engineering environment

What's in it for You

€1,400-1,700 Gross / Month, commensurate with experience. This is a primarily home-based role, offering the opportunity to work closely with an international test and support team while occasionally attending in-person workshops, testing sessions, and customer engagements.