In this role, you will be instrumental in ensuring customer satisfaction by expertly managing inquiries across various communication channels. You'll leverage your technical aptitude and strong communication skills to diagnose, troubleshoot, and effectively escalate complex issues, ensuring timely resolutions and a seamless customer experience. This is an exciting opportunity for a proactive and driven professional who excels at understanding customer needs and delivering confident solutions.
So, what will you be doing all day?
As Tier 2 Support, you will:
Serve as the main point of contact for our customers, skillfully managing communications via phone, chat, email, and our online support portal.
Professionally and efficiently handle all customer inquiries, expertly dissecting their issues and concerns to provide exceptional customer support.
Provide timely escalation of complex ticket items to the development, team, and CSM teams, providing clear and comprehensive information.
Proactively identify and interpret customer challenges through effective questioning and analysis, ensuring accurate documentation.
Effectively own ticket resolution by submitting detailed tickets in accordance with our standards and ensuring all necessary information is included to facilitate timely resolutions.
Follow up with customers and ensure excellent customer service and satisfaction.
Learn and master a variety of internal tools, using them quickly and efficiently to diagnose, solve, or escalate complex issues. This includes managing customer inquiries through email, chat, and phone, and ensuring that every interaction is handled with precision and care
Working days: Monday-Friday, three times a week on-site, evening hours [US hours 14:30 -23:30 PM]
Minimum Qualifications:
Proven ability to manage tasks independently while also collaborating effectively with cross-functional teams (Customer Support, CSMs, Development, etc.).
Native or Fluent Hebrew and Professional English proficiency (both written and verbal) with exceptional communication skills.
Minimum of 1 year of experience in a customer-facing technical support role within an interactive and fast-paced environment.
Demonstrated ability to multitask effectively and prioritize workload in a dynamic setting.
Strong organizational skills and meticulous attention to detail.
Critical thinking and proactive problem-solving abilities.
High School diploma or equivalent.
Native fluency in English and Hebrew.
Bonus Points:
Computer Savvy experience with CRM, Zendesk, Jira, Hubspot, and Confluence preferred.
Call center experience is a bonus!
Field Service Business Exposure.
