{"id":2725102,"url":"https://alion.io/job/nova-greece-1st-level-technical-support-account-coach","title":"1st Level Technical Support Account Coach","company":{"id":55555,"name":"Nova Greece","domain":"nova.gr","url":"https://alion.io/company/nova-greece","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Education","role_family":"Education","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Greece"],"countries":["GR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":38000,"period":"year","method":null,"sample_n":3902},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":true},{"name":"Microsoft Office","optional":true}],"status":"closed","first_seen_at":"2026-10-16T16:04:36Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-20T17:56:05Z","board_verified":false,"closed_at":"2026-10-20T17:56:05Z","days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"We at Nova are a very young and dynamic team, looking for a highly motivated Account Coach_1st level Technical Support to join our Technical Operations team.\nYou have the challenging mission to:\nCoach, develop, and evaluate agents within the Technical Operations Call Center, with the objective of improving performance, service quality, and customer experience. You will work closely with Team Leaders, Quality Analysts, and Management to ensure operational targets are achieved while fostering the continuous development of employees' skills and capabilities.\nWhat will you do:\nMonitor and evaluate agent performance through qualitative and quantitative performance metrics.\nDeliver training and coaching sessions on both an individual and team basis.\nDevelop and implement Performance Improvement Plans (PIPs) to enhance employee performance.\nAnalyze and monitor key performance indicators (KPIs), including Quality Score, First Call Resolution (FCR), Net Promoter Score (NPS), Average Handling Time (AHT), and Productivity Metrics.\nIdentify training needs and collaborate with the Training Department to design and implement targeted learning initiatives.\nSupport Team Leaders in the development and performance management of their teams.\nMonitor the execution of performance improvement initiatives and assess their effectiveness.\nPrepare and present performance reports and insights to management.\nEnsure compliance with company policies, procedures, and service quality standards.\nContribute to building a culture of continuous improvement, learning, and professional development across the organization.\nIt would be nice if you have:\nPrevious experience in Call Center or Technical Support environment.\nExperience in coaching, quality monitoring or training.\nExcellent communication and interpersonal skills.\nStrong ability to analyze performance and provide constructive feedback.\nGood knowledge of CRM systems, ticketing systems, and MS Office / MS Excel.\nStrong organizational skills and the ability to manage multiple tasks simultaneously\nWhat you will get:\nWellness programs to keep yourself fit\nMobile voice and data to talk\nDiscounts on Nova Fixed / Mobile / TV for you, friends, family\nPrivate Insurance program to check up on your health\nToddlers allowance to daycare your 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