Full time
Responsibilities:
- Ensure a timely and quality resolutions of our customers’ open issues using our ticket systems, emails, and other available resources
- Act as the bridge between the Support team (based in the US) and the R&D team (based in Israel)
- Identify recurring issues that impact customer service quality and proactively suggest and implement solutions
- Collaborate with the R&D management to create workflows that improve issues resolution and overall customer satisfaction
- Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members
Requirements:
- 3-5 years of experience in a technical support role for a SaaS company
- Experience working in a global distributed team
- Excellent English verbal and written communication skills
- Strong troubleshooting experience in Web products and environments
- Experience working with CRMs and task management tools
- Experience working with modern SaaS tools (G Suite, Slack, Zendesk, etc.)
- Experience with HTML / CSS
- Familiarity with common operating systems (Windows, Mac, Linux)
- Working knowledge with monitoring tools and systems (Grafana, DataDog, Splunk) – strong advantage
- Working knowledge of SQL – strong advantage
- Working knowledge of Javascript (or similar) – strong advantage
- Experience in SEO/SEM (e.g., Google Ad words, Facebook, Bing) – strong advantage
The top candidate will also have
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- Ability to interface with different stakeholders to solve issues and implement optimization processes.
- Demonstrate high levels of ownership, accountability and independent problem-solving skills
- Service-oriented approach with strong client-focused skills, able to process and explain technical information on various level
- Proven experience in independent learning of technical tools
- Ability to multitask, prioritize, and work with the adequate sense of urgency of a customer first approach
Send CV with job title to: [email protected]