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SUPPORT ENGINEER TIER-I

Role and Responsibilities

Support Engineer Tier-I will be based in our Innovation Centre in Chania or Athens. He/she will report to the Support Center Officer and the responsibilities of the position include:

  • Provide first level contact and convey resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommend procedure modifications or improvements
  • Preserve and grow your knowledge of procedures, products and services
  • Availability to work on shifts (work at night or on public holiday may be required)

Qualifications and Education Requirements

  • Proficiency in English, Spanish and/or Turkish
  • Working knowledge of IT software, and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • For male candidates, military obligations should have been fulfilled.

 Preferred Skills

  • Experience / knowledge of airline & travel domain
  • Bachelor’s degree from an accredited college or university with specialization in Information Technology, Computer Science or equivalent.
  • Proven working experience in providing IT support for cloud environments (Azure, Google Cloud or AWS)
  • Working knowledge of MS TFS / VSTS, JIRA
  • Previous experience in a customer support role


We are always looking for talented professionals with a passion for work, who enjoy what they do and give their best. We are transforming the travel industry - be a part of it!