Open Role - Technical Support Associate

The Role

To support a growing portfolio of customers across our digital platforms, Positive is looking to retain 5 associates to scale our technical support team.

In this role, you will be responsible for ensuring that our customers and can reliably leverage our platforms for mission-critical applications, including high-end research, digital security and business operations.

The technical support team provides technical guidance, resolves complex issues, and supports customers in maximizing value and adoption from deploying our highly-capable solutions.

Our customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises. In this role you will work closely with stakeholders from demand generation, engineering, management and others to deliver the best possible experience to these customers.

Core Responsibilities

• Address customer issues and questions across four digital platforms. You are the last line of defense before the core engineering team.
• Partner with engineering and product teams to ensure that we resolve escalated issues.
• Engage with senior leaders internally or with customers and coordinate resources across multiple teams as needed.
• Take learnings from resolving customer issues and operationalize those solutions more broadly, improving overall customer experience with support.
• Build strong relationships with our customers to ensure their success using our solutions.

What We Require

• The role requires an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed. No specific qualifications are required.
• Excellent digital literacy, including proficiency with Microsoft products (Outlook, Excel, Word, PowerPoint, etc.).
• Fluency in English and Greek, both written and spoken.

What We Value

• Ability to autonomously anticipate needs, multitask, prioritize, and pivot with strong attention to detail and sense of urgency.
• Excellent communication skills and perceptiveness.
• Ability to interact with a wide range of teams internally and externally with thoughtfulness and tact.
• High level of integrity, confidentiality, and discretion in both internal and external interactions.
• Previous technical support experience, preferably in a fast-paced environment.
• Fluency in Russian, Chinese, French, German and Italian is a plus.

Benefits

• Competitive Compensation. We provide financial peace of mind with competitive base compensation packages across all functions.
• Profit Participation Units. Over and above base compensation, our people are eligible to share in the profits of their division, function or project after their first year.
• Flexible Work. We operate a hybrid workplace with a mixture of on-site and remote work with flexible work hours.
• Elite Colleagues. Our teams work at the edge of what's possible in their fields, and you'll learn from, and work with, the best of them.
• High Impact. We meet mission-critical problems where they live, and your work will touch the lives of thousands of people.
• Autonomy. Our staff set their own agenda, and we give them the freedom to do their best work. We evaluate results, not tactics.

Working Hours

This is a negotiable hybrid role consisting of on-site and remote work with flexible hours.