Support Service Agent

About Us
: Advanced Information Services (AIS) is a leading IT consulting firm specializing in sophisticated software solutions for major financial institutions, banks, and insurance companies. Since 1989, AIS has built long-term partnerships with top-tier financial institutions, leading to the development of innovative financial software products. With a commitment to excellence, AIS offers comprehensive IT consultancy and training services, maintaining strategic alliances to deliver top-notch solutions across various industries. Our expertise ensures we stay at the forefront of technology, providing clients with reliable and cutting-edge services.

Role:
We are seeking a service agent for Banking and Financial application support to help users by providing technical assistance, troubleshooting issues, and resolving problems with software applications via Jira Service Management, email, and phone. Key responsibilities include 1
st
level support, creating support materials, documenting solutions, monitoring application performance, collaborating with development teams, as well as clients' groups of users in Greece and abroad. The candidate should have strong customer service skills, excellent knowledge and experience on ITIL 4.0, problem-solving abilities, technical skills regarding SQL and OOP language(s).

Main Responsibilities

• Provide technical support:
   Address user issues and answer questions via Jira Service Management, email and phone to clients.
• Manage support tickets:
   Log, track, and manage support requests, ensuring they are escalated and followed up on until resolution and in compliance with service level agreements (SLAs).
• Troubleshoot and resolve problems:
   Investigate, diagnose, and resolve application-related issues to ensure smooth functionality.
• Monitor applications:
   Retrieve application performance data, system alerts, and potential problems to provide proactive service.
• Maintain documentation:
   Create and update knowledge base articles for both internal use and end-users, user guides and technical manuals.
• Collaborate with other teams:
   Work with developers to resolve complex issues and coordinate software deployments.
• Train users:
   Assist in training end-users on application functionality and new features.

Requirements

• Problem-solving:
   Strong analytical and critical thinking skills are needed to identify root causes and devise effective solutions.
• Customer service:
   A customer-centric approach, patience, and the ability to handle frustrated users are crucial.
• Teamwork:
   Effective collaboration with developers' teams and users' groups for resolving complex issues.
• Communication:
   Excellent written and verbal communication skills to interact clearly with users and colleagues, in both Greek and English.
• Adaptability:
   A willingness to learn new and complex applications and processes quickly is necessary.
• Technical skills:
   Experience with IT/application support, SQL knowledge, knowledge of OOP languages, and familiarity with ticketing systems (e.g. JIRA).
• Languages:
  Native or fluent in Greek and English.

The Ideal Candidate Should Have

• 4+ years of experience in supporting Banking/Financial applications
• 2+ years of experience with Jira Service Management and Confluence
• Degree in computer science
• Very good knowledge of Banking and/or portfolio investments applications
• Experience in software development will be a strong asset

Benefits

• Competitive remuneration package based on qualifications and experience
• Flexible remote working policy
• Facing the challenge of developing IT solutions for the high demanding Banking and Financial Sector
• Having the opportunity to collaborate with teams of high experienced professionals in IT Banking and Financials

How to Apply
: Interested candidates are invited to apply through LinkedIn EasyApply or send their resume and cover letter to We look forward to welcoming you to our team