Junior Customer Support Agent (Technical Ops)
- Compensation
- Not disclosed
- Location
- Athens, Attiki, Greece
- Work setup
- Not specified
- Seniority
- Junior
- Employment
- Not specified
- Experience
- 0+ years
- Category
- Support
- Posted
Skills
Must have
- 0-2 years of prior experience in Partners Support/Customer Support in a SaaS company
- Bachelor’s degree in Business Administration/Maritime/Shipping Operations/Computer Science or related field
- People-first mindset, team spirit and knowledge sharing
- Strong analytical skills and goal-oriented mindset with attention to detail
- Good IT skills and the ability to learn new software tools quickly
- High levels of emotional intelligence and empathy
- Eagerness to learn and grow
- Strong motivation and positive attitude
- Ability to work independently as well as part of a team and ability to multitask under pressing deadlines
- Strong communication skills and the ability to follow customer narratives to understand their point of view and find appropriate solutions
- Excellent knowledge of MS Office
- Ability to communicate confidently and clearly in English, both verbally and in written
- Fulfilled military obligations (where applicable)
Full description
ABOUT HARBORLAB
Founded in 2020 in Greece, HarborLab is a fast-growing B2B maritime tech company on a mission to simplify and optimize port cost management. Our end-to-end, AI-powered SaaS platform transforms how Shipowners and Shipmanagers handle Disbursement Accounts (DAs), bringing automation, real-time data, control and transparency to one of the most complex and costly parts of global shipping.
But we don’t stop there. HarborLab also powers a thriving Marketplace, connecting Principals with a global network of vetted Port Agents and Vendors.
At HarborLab, people come first. Our culture is anchored in ambition, trustworthiness, genuine care, and agility—values we bring to every interaction with our customers and our team. We're proud to be consistently recognized as a Best Workplace (2021, 2022, 2023) and certified as a Great Place to Work (2024, 2025, 2026).
If you're looking to make a global impact, grow alongside passionate peers, and shape the future of maritime innovation—we’d love to meet you.
ABOUT THE ROLE
As a Junior Customer Support Agent, you will provide 1st level technical support to our customers for using our platform and collaborate with internal resources to troubleshoot and implement appropriate solutions. Candidates must be willing to work mainly in night shifts.
WHAT YOU WILL BE DOING
- Become a HarborLab product expert
- Be the first point of contact of customers/partners using the platform for their daily operations and address their queries via all our communication channels (telephone, email, live chat)
- Develop deep understanding of key clients’ workflows that aid in resolving highly sophisticated issues
- Support the handling of escalations and high-priority issues, working closely with senior team members to provide the best possible resolution
- Collaborate across different functional teams that deliver appropriate and prompt solutions to clients and address customers’ concerns proactively and efficiently
- Implement KYC screening on several registered partner’s entities within the system reassuring compliance in the involved transactional parties
- Be able to work night shifts to effectively address Customer’s inquiries and provide relevant solutions in a prompt and efficient manner
RequirementsWE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE
- 0-2 years of prior experience in Partners Support/Customer Support in a SaaS company
- Bachelor’s degree in Business Administration/Maritime/Shipping Operations/Computer Science or related field
- People-first mindset, team spirit and knowledge sharing
- Strong analytical skills and goal-oriented mindset with attention to detail