T1 Customer Support Specialist
3 days ago
About Powerfleet
Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through the ingestion, harmonization, and integration of data—regardless of source—and delivers actionable insights to help companies save lives, time, and money. Our people-first culture and relentless innovation empower customers to achieve measurable, sustainable business improvements. Powerfleet serves over 2.6 million subscribers across more than 48,000 customers in 120 countries, with commercial operations across every major continent.
Location: Greece
About the Role
The T1 Customer Support Specialist is the first point of contact for customer inquiries, providing timely, accurate, and professional support across chat, email, and phone. This role focuses on resolving basic technical or account-related issues, processing installation quality checks, and escalating complex cases when needed. You will play a key role in ensuring customer satisfaction by delivering high-quality support and maintaining accurate case documentation.
Key Responsibilities
- Respond to customer inquiries via chat, email, or phone with professionalism and empathy.
- Troubleshoot and resolve basic technical or account-related issues.
- Conduct installation quality control checks.
- Escalate complex issues to Tier 2 or appropriate teams when necessary.
- Document all customer interactions accurately in the ticketing system.
- Collaborate with colleagues to enhance support processes, knowledge base, and customer satisfaction.
- Achieve performance KPIs, including response time, resolution rate, and customer satisfaction.
Qualifications & Skills
Required
- Native Danish and fluent English required; experience with Lithuanian and Latvian desirable.
- 1+ year of customer service or technical support experience (preferred).
- Basic knowledge of hardware, software, and CRM tools.
- Strong written and verbal communication skills.
- Ability to explain technical concepts to non-technical users.
- Empathy, patience, and customer-focused mindset.
- Strong organizational skills to manage multiple tickets and prioritize effectively.
- Availability to work in shifts.
Preferred
- Bachelor's degree or equivalent work experience.
- Experience in a global customer support environment.
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