POS Product and Services Support Coordinator
Mellon Group of Companies, Greece

Mellon Technologies, the parent company of Mellon Group of Companies, was founded in 1994 in Athens. Our offering consists of specialized technology solutions, contact center and business process outsourcing services, to serve the increasing needs of financial institutions and organizations with strong consumer transactions business, such as Retail Banks, Public Utilities, Telecommunications Providers, and large Private Companies.

Mellon Technologies SA, seeks to hire a POS Product and Services Support Coordinator

Job Summary: As a POS Product and Services Support Coordinator, you will be responsible for overseeing the support operations related to our POS products and services. This role involves managing service requests, ensuring timely issue resolution, and collaborating with internal teams to enhance the overall customer experience.

Responsibilities:

1. Customer Support:

• Serve as the primary point of contact for customer inquiries and support requests related to POS products and services
• Coordinate with technical support teams to address and resolve customer issues promptly

2. SLA Management:

• Monitor and enforce Service Level Agreements (SLAs) for support services, ensuring timely response and resolution
• Collaborate with technical teams to continuously improve support processes and exceed customer expectations

3. Product Knowledge and Training:

• Develop a deep understanding of our POS products and services to provide effective support.
• Create and deliver training materials for internal support teams and external clients.

4. Quality Assurance:

• Implement and maintain quality procedures to ensure consistent and high-quality support services.
• Conduct regular audits of support interactions to identify areas for improvement

5. Issue Escalation and Resolution:

• Manage and escalate critical issues to the appropriate teams for resolution
• Track the progress of escalated issues and communicate updates to customers in a timely manner

6. Cost Efficiency Management:

• Work towards optimizing support processes to ensure cost-effective solutions
• Identify opportunities for cost savings without compromising service quality

7. Team Oversight:

• Lead and oversee the performance of support teams
• Foster a collaborative and positive team environment, ensuring efficient workflow and continuous improvement

Requirements

• Bachelor’s degree in engineering or other Technical field
• Previous experience in POS support, customer service, or related roles is preferred
• Strong technical aptitude and the ability to quickly learn and understand complex POS systems
• Excellent communication and problem-solving skills
• Detail-oriented with a focus on delivering exceptional customer support.
• Good knowledge of Microsoft Suite

Benefits

• Opportunities to evolve into an international hyper-technological working environment
• Multicultural and excellent working environment
• Leading-edge technology
• Continuous training

If you are a customer-focused individual with a passion for Technology, excellent problem-solving skills, and the ability to manage teams effectively, we invite you to apply for this exciting opportunity to contribute to the success of our dynamic organization.

Job Rewards and Benefits