Support Analyst
Support Analyst
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Job Description
Employment Category: Full Time
Reports to: Service Center Operations Manager
Position Summary
What Youll Do/Position Summary
Support Analyst CustomerCentric Problem Solver
The Support Analyst is the front line of our customer support team serving as the first point of contact for Indeavor Solution end users. This critical role focuses on delivering swift and effective troubleshooting along with communicating clear wellstructured action plans that inspire confidence and clarity. Youll navigate the organization with purpose and urgency to deliver outstanding customer outcomesbalancing technical expertise with customer empathy and communication excellence.
Were looking for someone who is curious logical and passionate about helping otherssomeone who thrives in complexity and enjoys simplifying it for others. If youre energized by solving problems explaining solutions with clarity and building strong relationships with customers through dynamic thoughtful conversations we want to hear from you.
Key Responsibilities
- Serve as the initial point of contact for customer support via phone email and web conference ensuring a personable and professional experience.
- Quickly triage and categorize incoming requests perform impact assessments and clearly communicate next steps to customers based on their service agreements and urgency.
- Troubleshoot and resolve common support issues independently demonstrating initiative and a structured approach to problemsolving.
- Clearly document all assessments findings and proposed solutions in an organized and concise mannerespecially when escalating.
- Communicate with empathy urgency and claritykeeping customers informed at every stage and setting appropriate expectations aligned with contractual obligations.
- Use internal testing environments to replicate issues validate functionality and gain a deep understanding of our product and customer configurations.
- Collaborate crossfunctionally to ensure a seamless support experience that puts the customer at the center of everything we do.
- Author and maintain Knowledge Base Articles (KBAs) that empower customers to solve issues independently and learn about the platform.
- Follow up diligently with customers to confirm resolution and satisfaction.
- Champion continuous improvement in our processes documentation and service delivery.
What You Bring
- A curious mindset and logical approach to evaluating and solving complex problems.
- Exceptional written communication skillsyou know how to craft wellorganized detailed explanations that are easy to follow.
- Dynamic verbal communication skills that reflect empathy urgency and customer obsession.
- Confidence in navigating internal teams and resources to resolve customer issues and advocate for their needs.
- A strong understanding of SLAs and the ability to balance contractual requirements with customer satisfaction.
- Previous experience in a technical support or customerfacing role is preferred.
Requirements
Skills Education and Experience
- Bachelors Degree
- Excellent written and verbal English communicator
- A positive teamoriented attitude with a desire to help
- Fast selfmotivated learner
- Critical and analytical thinking skills
- Flexibility in scheduling including early hours and the ability to work some weekends and public holidays throughout the year
- Microsoft Office Suite
Other Considerations
- 1st and 2nd shift schedule
- Schedule will require some weekends and holidays during the year
- Business fluency in other languages particularly German Chinese Portuguese and Spanish is highly valued due to our global client base
Benefits
- Competitive salary & Private health insurance.
- International exposure Joining our team offers the valuable advantage of collaborating within a diverse multicultural environment.
- Flexibility Our operational structure embraces a hybrid model tailored to accommodate your preferences as well as the requirements of our team.
- Casual and friendly working environment in downtown Athens right next to the Acropolis Metro Station.
About Us
Indeavor is a United States based software company with offices in Madison WI and Athens Greece. We create enterprise workforce management applications which are key operational/analytical workforce tools for Fortune 100 customers throughout the United States. By handling scheduling complexity through advanced automation we ensure our customers always have the right person in the right place at the right time making the working life of thousands of professionals over the world easier with one click of a button.
At Indeavor we strive to empower our employees as well. Thats where all of the magic comes from. With our employeefirst culture and teamfocused mindset our goal is to ensure that we uphold an inclusive environment where all people feel respected and valued have opportunities to achieve their goals and develop creative and innovative ideas.
We are an equal opportunity employer and value diversity. We welcome applicants of any educational background gender identity and expression sexual orientation religion ethnicity age citizenship socioeconomic status or disability status and wed love to learn about what you can add to our team. All employment is decided based on qualifications merit and business need.
Think Indeavor sounds like home Great. We cant wait to get to know you!
Information about the processing of your personal data
The personal data provided by completing this application form will be processed by INDEAVOR HELLAS SINGLE MEMBER PRIVATE COMPANY with the distinctive title INDEAVOR HELLAS S.M.P.C. (hereinafter referred to as the Data Controller and/or Company) based in 7 Dion. Areopagitou St. Athens Greece 11742 General Commercial Register number:Tax Identification Number:ATHINON Tax Office email: acting as a Controller for considering your job application associated with a specific open role.
We process personal data as your full name your email address and your resume (which may include your home address your telephone number your education etc.. The sole purpose of processing the personal data included in your resume is to evaluate it as per your request and examine the possibility of employment. The lawful basis for processing is to take the necessary steps at your request prior to entering into a contract with you.
Your personal data will be processed by the Companys authorized personnel which have committed themselves to confidentiality.
Retention period
Your personal data will be retained at our database for six 6 months from filling the job vacancy and afterward will be immediately deleted.
Transfer to third parties
We transfer your personal data to our Parent Company ScheduleSoft Corporation DBA Indeavor based in US and our IT service providers (e.g. Microsoft Corporation) which are considered recipients of your personal data.
Your rights
You can contact us to submit requests regarding the fulfillment of your rights under GDPR (access correction deletion restriction of processing portability) or any other matter related to the processing of your personal data by sending an email to
We will reply to your requests for free without delay and in any case within one 1 month after we receive your request. However if your request is complex or you submit a large number of requests we will notify you within one 1 month in case we need to take a two 2 months extension within which we will respond back to you.
We remind you that if you believe the processing of your personal data violates the applicable law for the protection of personal data or that your request has not been sufficiently addressed you may file a complaint with the Hellenic Data Protection Authority .
Required Experience:
IC
Employment Type
Full-Time
