Tier 2 Support Specialist

ABOUT PIC-TIME: 

We view Photographers as both artists and business owners. Our main goal is to elevate their photos into a successful business in many ways. We strive to give each one of them the tools that will simplify their photo delivery, amplify the visual experience, and maximize their business potential. Tools for efficiency, design, and business growth.

We believe that the new cyberspace for client communication brings challenges but also a lot of opportunities. With smart algorithms, we connect the dots between gallery and store, and together with our automated marketing platform we create new opportunities for the photographer’s business.

• Provide technical support to Tier 1 Support Agents and customers.

• Perform in-depth troubleshooting and diagnosis to understand the root cause of an issue and provide a resolution.

• Suggest immediate workarounds for the customer.

• Provide the following analysis to RnD in more complex cases:

• Reproduce the issues
• Collect data from logs and relevant modules
• Understand the state – being able to view DB and code
• Analyze common cases
• Determine severity and priority

•  A candidate with a deep understanding of complex platforms, and customer needs. Someone who can provide guidance in a professional, friendly manner for every customer call.

• A great communicator who can report insights to the product team.

• Someone to create guidelines and procedures for the Tier 1 Support Team for similar, future cases.

• Responsible, organized, and efficient individual with strong problem solving skills, and high ethical and professional standards.

• Experience in QA / T2+ support.

• High level of English