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About Us:
Dot.Cy is a global provider of vertical software solutions built on Microsoft Dynamics 365, with offices in Nicosia, Athens, and Dubai. As a subsidiary of Total Specific Solutions (TSS) - a leading European provider of specialized software across diverse industries - Dot.Cy combines international scale with deep industry expertise. Our flagship solutions, dot.Hospitality and dot.Ticketing, empower organizations worldwide to transform operations, elevate customer experiences, and drive measurable business impact.
dot.Hospitality is an integrated guest engagement and operations platform that empowers luxury hotels and resorts to personalize experiences, streamline processes, and drive revenue.
dot.Ticketing is a comprehensive ticketing and reservation platform that enables entertainment venues, cultural institutions, and attractions to manage sales, pricing, inventory, and customer engagement.
About the Role:
The Client Support Representative will serve as the first point of contact for customers using our specialized software solutions, providing timely, accurate, and customer-focused assistance. This role involves handling initial inquiries, understanding client needs within a complex technical environment, and guiding users through basic troubleshooting steps.
The ideal candidate should demonstrate eagerness to learn the solutions in depth, comfortable communicating technical concepts clearly, and committed to delivering a consistent, high-quality support experience.
The Client Support Representative will work closely with the product and engineering teams, to ensure that issues are well-documented, properly categorized, and timely escalated. He/She will actively contribute to improving our support processes by identifying patterns, sharing client insights, and helping enhance our knowledge base. This position is key to maintaining strong customer relationships and ensuring users feel supported and confident when engaging with our specialized software platforms
Key Responsibilities:
Platform Expertise & Configuration
- Help clients understand understand the platform’s capabilities and how they can get the most out of its features.
- Get hands-on with configuration, customization, and extensions using built-in tools and APIs.
- Apply new configurations or fixes in client environments and collaborate closely with development team, playing an active role in the release process.
Customer Support & Issue Resolution
- Be the first point of contact for clients, delivering timely and effective technical support.
- Partner with clients to understand their challenges, guide them through solutions, and ensure a smooth and positive support experience.
- Support clients during critical go-live process and stable steady post-implementation assistance
Ticket Management & Documentation
- Show ownership of assigned tickets —prioritize, track, and escalate when needed.
- Keep clear, accurate, and complete information to ensure a well-documented record.
- Ensure support requests are linked to the correct client contracts.
- Maintain accurate time tracking.
- Maintain solid evidence and documentation of all Level 2 work to ensure transparency.
Technical Investigation & Collaboration
- Investigate issues to uncover root causes, test potential fixes, and deliver practical solutions and workarounds.
- Work closely with all involved teams, share knowledge and collaborate to resolve client issues efficiently.
Requirements:
Academic Requirements
- Bachelor’s degree in a related field (including but not limited to Information Technology, Computer Science, Software Engineering, Business Administration)
Professional Requirements/Technical Skills
- 1–3 years of experience in technical support, helpdesk, or customer-facing IT roles (preferably in a software company).
- Basic understanding of:
- SaaS and cloud-based applications
- APIs and integrations
- SQL or basic data concepts
- Software troubleshooting methodologies
Support & Problem-Solving Skills
- Solid troubleshooting abilities and a structured approach to investigating issues.
- Self-initiating and ability to work independently.
- Ability to accurately document support activities, steps taken, and solutions provided.
- Experience working with cross-functional teams (e.g., development, QA, product teams).
Communication & Customer Interaction
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- A customer-centric mindset and commitment to providing a positive support experience.
- Ability to manage multiple tasks and prioritize in a fast-paced environment.
Nice to Have:
- Experience in luxury hospitality and/or leisure industries.
- Additional coursework or certifications in Microsoft technologies, customer support, or IT fundamentals are considered a strong plus.
- Familiarity with Dynamics 365 (Customer Engagement or Finance & Operations) or other CRM/ERP platforms is highly desirable
- Nice-to-Have Certifications
- Microsoft Certified: Dynamics 365 Fundamentals (CRM or ERP)
- Microsoft Power Platform Fundamentals
- ITIL Foundation certification (for support process knowledge)
What We Offer:
- A strategic, high-impact role within a fast-growing technology company.
- A collaborative and supportive team culture that values initiative, innovation, and professional growth.
- Onboarding training, to ensure smooth transition into the role.
- Competitive compensation package.
- Flexible working arrangements, with options for hybrid work to support work–life balance.
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