His/her responsibilities include resolving customer queries and troubleshoot, supporting the customer success efforts, training and guiding product users through features and functionalities, supporting system integration and configuration issues, supporting alerts and reports to the customers etc.
To be successful in this role, you should be an excellent communicator whos able to earn our clients trust with technical understanding and to be curious, industrial, a quick learner who is always looking to evolve and develop and great team player who can cooperate with different departments in the company. You should also be familiar with IT and communication issues and the ability to use various applications and tools.
Responsibilities:
Frequent contact with all existing customers according to SLA, aimed to support any need they have on the technical side, hence enhance their satisfaction, engagement and usability of the product.
Troubleshoot customers problems, queries and requests, collect and understand customers insights and use this information in order to boost customers satisfaction, improve and maximize system performance and show products value to the customers.
Be accountable for managing, solving and closing the customers support issues and service calls by using different tools and dashboards and working with the relevant teams in the company.
Handling IR issues with customers and internally by using different tools and dashboards and working with the relevant teams in the company.
Minimum 2 years experience in Customer Support/Customer Service or similar role in B2B products.
Knowledge and experience in IT, communication, DBs.
Experience using a help desk application, ticketing systems, remote support tools, internal system support platforms.
Able to analyze data, look for trends and work with analytics tools.
Excellent communication, relationship and problem-solving skills.
Takes high degree of accountability and reliability over their work.
Curious with a drive for learning.
Multi-tasking abilities with a can-do attitude.
Ability to break down complex problems into concrete, manageable components and think through optimal solutions.
Fluent in English and Hebrew (verbal and written).
Preparedness and ability to reach customers sites when required.
Relevant diploma advantage.
Holds a level 3 MOD security clearance advantage.
Experience in OT, cyber security, industrial environment advantage.
Experienced in international activities business and technical advantage.
