Client Support Representative

Job Description

Dot.Cy is a global provider of vertical software solutions built on Microsoft Dynamics 365, with offices in Nicosia, Athens, and Dubai. 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.Dot.Cy is a subsidiary of Total Specific solutions (TSS), a premier provider of business software solutions, comprising over 180 independent business units that deliver tailored products and services across diverse market segments. As part of Constellation Software Inc. (CSI), TSS benefits from the global reach and resources of a leading enterprise software solutions provider. With over 50,000 employees and business units across 100 vertical markets worldwide, CSI is committed to acquiring, managing, and building vertical market software businesses that deliver mission-critical solutions. As a subsidiary of Total Specific Solutions (TSS), Dot.Cy combines international scale with deep industry expertise.About the Role:The Client Support Representative will be a dedicated resource for one of our customers and will serve as a first point of contact, providing accurate, and customer-focused assistance. This role involves handling initial inquiries, understanding client needs within a complex technical environment, and providing guidance to the customer and its partners through various steps of the onboarding & support processes.The ideal candidate should demonstrate eagerness to learn the product in depth, comfortable communicating technical concepts clearly, and committed to delivering a consistent, high-quality support experience.Key Responsibilities:? Knowledge and support of Microsoft Dynamics 365 (D365) modules and services? Respond to client queries and problems, provide technical support and guide them to issue resolution.? Take ownership and prioritize tickets and escalate issues as needed to ensure timely ticket resolution.? Investigate, test, and find solutions and workarounds that solve client problems.? Log all Support requests in the Case Management System with all information, keep track of ticket history, and accurately document the time spent.? Use of Postman, Swagger and JSON Payloads, to investigate API integration issues.? Maintain data accuracy, security, and system reliabilitySkillsAcademic 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).Other Skills? Solid troubleshooting abilities and a structured approach to investigating issues with good debugging and analytical skills? Self-initiating and ability to work independently.? Ability to accurately document support activities, steps taken, and solutions provided.? 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.? Knowledge of Microsoft Dynamics 365 (D365).Nice to Have? Knowledge of the Postman, and Swagger tools.? Knowledge of authentication (OAuth, API keys, JWT), and HTTP (GET, POST, PUT, DELETE) methods.

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