Customer Support Agent

📍 Job Overview

• Job Title: Customer Support Agent
• Company: Wrapp
• Location: Greece
• Job Type: Full-Time, Remote
• Category: Customer Support
• Date Posted: 2025-07-21
• Experience Level: Entry to Mid-Level
• Remote Status: Remote Solely

🚀 Role Summary

Wrapp is seeking a Customer Support Agent to manage customer inquiries and provide exceptional support. This role requires strong communication skills, crisis management abilities, and a solid understanding of basic accounting principles. The ideal candidate will be able to handle requests efficiently, build trust with customers, and contribute to the company's growth.

📝 Enhancement Note: This role is ideal for individuals with customer support experience looking to grow within a startup environment. Familiarity with CRM systems and the myDATA platform is beneficial.

💻 Primary Responsibilities

• Customer Inquiries: Manage and respond to customer inquiries via email, phone, and chat, ensuring timely resolution and high customer satisfaction.
• Support Ticket Management: Prioritize and manage support tickets, escalating complex issues to the appropriate team when necessary.
• Customer Relationship Building: Establish and maintain strong, long-lasting customer relationships by understanding their needs and providing tailored support.
• Feedback Collection & Analysis: Collect and analyze customer feedback to identify trends, issues, and opportunities for improvement.
• Documentation & Knowledge Base: Contribute to the creation and maintenance of support documentation and knowledge base articles.

📝 Enhancement Note: Success in this role will be measured by key performance indicators (KPIs) such as average response time, customer satisfaction scores, and ticket volume handled.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant coursework or certifications in customer service or a related field is a plus.

Experience: Proven experience in customer support, ideally within a startup or tech environment. Familiarity with CRM systems and the myDATA platform is beneficial.

Required Skills:

• Excellent communication skills in Greek (both written and verbal)
• Strong problem-solving skills and ability to think critically
• Empathy and active listening skills
• Ability to work independently and in a team environment
• Proficiency in using CRM software and support ticket systems

Preferred Skills:

• Familiarity with the myDATA platform
• Experience with remote work and collaboration tools
• Basic knowledge of accounting principles
• Fluency in additional languages (e.g., English)

📝 Enhancement Note: Candidates with experience in a customer-facing role, particularly within a startup or tech environment, are strongly encouraged to apply.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project submission.

💵 Compensation & Benefits

Salary Range: The salary range for this position is €1,500 - €2,000 per month, depending on experience and qualifications. This estimate is based on market research for customer support roles in Greece and the company's size and industry.

Benefits:

• Bonus based on performance
• Stock options
• Opportunity for career growth within the company

Working Hours: Full-time (40 hours/week) with flexible scheduling to accommodate customer needs.

📝 Enhancement Note: The salary range provided is an estimate and may vary based on the candidate's experience, qualifications, and market conditions.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech - Wrapp is an innovative Greek startup specializing in electronic invoicing and bookkeeping solutions.

Company Size: Small (11-50 employees) - Wrapp's small team fosters a collaborative and agile work environment, enabling employees to have a significant impact on the company's growth and success.

Founded: 2018 - Wrapp was founded with a mission to simplify electronic invoicing and bookkeeping processes for businesses in Greece.

Team Structure:

• Customer Support (1-2 agents)
• Sales & Marketing (3-4 members)
• Product & Development (6-7 members)
• Management & Administration (2-3 members)

Development Methodology:

• Agile/Scrum methodologies for product development
• Regular sprint planning and retrospectives
• Collaborative decision-making and cross-functional teamwork

Company Website: Wrapp

📝 Enhancement Note: Wrapp's small team size and startup environment offer employees the opportunity to wear multiple hats, learn new skills, and contribute to the company's growth and success.

📈 Career & Growth Analysis

Customer Support Agent Level: This role is an entry to mid-level position within the customer support team. The primary responsibility is to manage customer inquiries and provide exceptional support, contributing to the company's overall success.

Reporting Structure: The Customer Support Agent will report directly to the Head of Customer Support or a relevant manager within the team.

Technical Impact: The Customer Support Agent will directly impact the customer experience and satisfaction, contributing to the company's growth and success by ensuring customer needs are met and issues are resolved efficiently.

Growth Opportunities:

• Promotion to Senior Customer Support Agent: After demonstrating exceptional performance and gaining experience, the candidate may be promoted to a senior role, overseeing junior agents and contributing to team strategy.
• Transition to a Product or Sales Role: With experience and proven success, the candidate may transition to a product or sales role, leveraging their customer insights and support experience to drive product development or sales strategies.

📝 Enhancement Note: Wrapp's small team size and startup environment offer opportunities for career growth and development within the company, as employees can take on new responsibilities and contribute to the company's success.

🌐 Work Environment

Office Type: Remote - Wrapp supports a full-remote work environment, allowing employees to work from anywhere in Greece.

Office Location(s): N/A - As Wrapp is a remote-first company, there are no physical office locations.

Workspace Context:

• Remote Work: Employees are expected to have a stable internet connection and a suitable workspace for remote work.
• Communication & Collaboration: Wrapp uses various communication and collaboration tools, such as Slack, Google Workspace, and Zoom, to facilitate teamwork and communication.
• Flexible Hours: Employees are encouraged to maintain a healthy work-life balance and can adjust their working hours to accommodate their personal needs and customer support requirements.

Work Schedule: Full-time (40 hours/week) with flexible scheduling to accommodate customer needs. The work schedule may vary depending on customer support requirements and team availability.

📝 Enhancement Note: Wrapp's remote work environment enables employees to balance their personal and professional lives while maintaining a strong connection to the team and the company's mission.

📄 Application & Technical Interview Process

Interview Process:

1. Initial Screening: A brief phone or video call to discuss the candidate's experience, qualifications, and motivation for the role.
2. Technical Assessment: A practical assessment of the candidate's customer support skills, problem-solving abilities, and communication skills. This may include role-playing customer scenarios and evaluating the candidate's responses.
3. Final Interview: A conversation with the Head of Customer Support or a relevant manager to discuss the candidate's fit within the team and the company's culture.

Portfolio Review Tips (N/A): This role does not require a portfolio submission.

Technical Challenge Preparation:

• Familiarize yourself with Wrapp's products and services.
• Brush up on your customer support skills and problem-solving abilities.
• Prepare examples of your experience handling difficult customers or complex issues.

ATS Keywords:

• Customer Support
• Communication Skills
• Problem-Solving
• CRM Software
• myDATA
• Remote Work
• Accounting Principles
• Crisis Management

📝 Enhancement Note: Wrapp's interview process focuses on assessing the candidate's customer support skills, problem-solving abilities, and cultural fit within the team and the company.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not require specific technology stack or web infrastructure knowledge.

👥 Team Culture & Values

Customer Support Values:

• Empathy: Understanding and sharing the feelings of customers to provide personalized and effective support.
• Patience: Maintaining a calm and composed demeanor when handling difficult customers or complex issues.
• Proactivity: Anticipating customer needs and taking initiative to resolve issues before they arise.
• Continuous Learning: Staying up-to-date with product updates, industry trends, and best practices in customer support.

Collaboration Style:

• Cross-functional Teamwork: Collaborating with other teams, such as Sales, Marketing, and Product, to ensure customer needs are met and issues are resolved efficiently.
• Knowledge Sharing: Actively sharing customer insights, best practices, and lessons learned with the team to improve overall support quality.
• Regular Check-ins: Participating in regular team meetings and one-on-ones to discuss performance, provide feedback, and address any concerns.

📝 Enhancement Note: Wrapp's customer support team values empathy, patience, proactivity, and continuous learning, fostering a collaborative and supportive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling Difficult Customers: Managing customer frustration and maintaining a calm and professional demeanor when faced with difficult or aggressive customers.
• Complex Issue Resolution: Diagnosing and resolving complex technical issues that may require collaboration with other teams or external parties.
• Time Management: Balancing multiple customer inquiries, prioritizing tasks, and ensuring timely resolution of support tickets.

Learning & Development Opportunities:

• Product Training: Familiarizing yourself with Wrapp's products and services to provide accurate and effective support to customers.
• Customer Support Best Practices: Staying up-to-date with industry trends and best practices in customer support to continuously improve your skills and the quality of support provided.
• Career Development: Exploring opportunities for career growth within the company, such as transitioning to a product or sales role, or taking on a leadership position within the customer support team.

📝 Enhancement Note: Wrapp's customer support role presents unique challenges and opportunities for growth, enabling employees to develop their skills, contribute to the company's success, and advance their careers.

💡 Interview Preparation

Technical Questions:

• Customer Support Scenario: Describe a challenging customer support situation you've faced in the past and how you handled it. What was the outcome, and what did you learn from the experience?
• Problem-Solving: Walk us through your approach to diagnosing and resolving a complex technical issue. How do you ensure you've considered all possible solutions before making a decision?
• Adaptability: Tell us about a time when you had to adapt to a significant change in your work environment or processes. How did you handle the change, and what was the outcome?

Company & Culture Questions:

• Company Mission: Why do you want to work at Wrapp, and how do you align with our mission to simplify electronic invoicing and bookkeeping processes for businesses in Greece?
• Team Dynamics: Describe your ideal team dynamics and how you would contribute to a positive and collaborative work environment at Wrapp.
• Remote Work: How do you ensure productivity and maintain a healthy work-life balance in a remote work environment?

Portfolio Presentation Strategy (N/A): This role does not require a portfolio submission.

📝 Enhancement Note: Wrapp's interview process focuses on assessing the candidate's customer support skills, problem-solving abilities, and cultural fit within the team and the company. Prepare thoughtful and engaging responses to technical and company-related questions to demonstrate your qualifications and enthusiasm for the role.

📌 Application Steps

To apply for this Customer Support Agent position:

1. Submit your application through the application link provided.
2. Tailor your resume to highlight your customer support experience, problem-solving skills, and communication abilities.
3. Prepare for the technical assessment by practicing customer support scenarios and brushing up on your problem-solving skills.
4. Research Wrapp's products, services, and company culture to demonstrate your enthusiasm and alignment with the company's mission.
5. Prepare thoughtful and engaging responses to technical and company-related interview questions to showcase your qualifications and cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.