Technical Support Specialist

About the role:

VinciWorks is looking for a talented Technical Support Specialist to join our support team. We provide innovative compliance software for leading companies in the UK and around the world.

The Technical Support Specialist at VinciWorks will work with our latest software technology, Omnitrack. You will support our Team Lead through the pre-sales process and then work directly with our clients, guiding them through the technical aspects of the onboarding and implementation process. You will then continue with the customer through their journey, working to solve their technical problems. 

Clear communication, empathy, tenacity, and technical smarts are keys to success. You should be able to explain technical ideas in simple terms, dig deep into the software where needed and translate the customer experience into feedback and product specifications.

This is an excellent opportunity for a person who is motivated by solving real problems for real people, learning new technologies along the way. Since this role is multidisciplinary and collaborative by nature, it is also a great stepping stone as a path to other roles in the team. You will be consistently engaged by diverse and interesting challenges. High literacy in SQL, Excel, REST APIs , and knowledge in JavaScript, HTML, CSS will aid in the day to day execution of this position. A familiarity with a UI framework (Vue, React, or Angular), experience in microservices and reactive programming, and a strong eye for design and UX principles are a plus, but you can succeed in the role without formal training in these areas.

Roles and responsibilities

As part of your role, you will:

• Support the pre-sales process by understanding how the client plans to utilise Omnitrack through system integrations and configuration
• Guide the technical aspects of the client’s implementation process
• Address and solve identified client-technical issues directly.
• Use creativity to temporarily alleviate the impact of technical issues if a solution is not immediately possible
• Learn how to investigate product bugs and understand Omnitrack’s databases (JSON/SQL) to find underlying root causes
• Describe the results of your investigations in a ticket for the Development Team
• Work collaboratively with other members of the Support Team to manage open client tickets effectively
• Write creative SQL queries and solutions to safely perform bulk implementation tasks through the database, saving the support team time
• Manage client expectations and provide an estimated timeline to technical resolution
• Facilitate inter-department work and communication on more complex Omnitrack projects

Skills required:

• Customer empathy – understand what the customer really means
• Excellent written and verbal communication
• Equally excellent listening skills
• Imaginative problem solving
• Attention to detail and quality – ownership of your work
• Ability to handle multiple projects and manage varying timelines
• Ability to collaborate with colleagues from diverse backgrounds and skill sets
• 5+ years of relevant work experience
• General comprehension of web applications
• Motivation to quickly learn new technologies

Location and hours

This is an office-based or hybrid role working from our Jerusalem office. The working week for this position is Monday to Friday.

Salary range

The salary range for this position is 16,000 - 20,000 NIS per month, depending on skills and experience.

About VinciWorks

Founded in 2004, VinciWorks is a profitable growing company focused on delivering cutting edge products in e-learning, regtech, risk and compliance. With over 250,000 users across 70 countries, VinciWorks has established itself as a global authority in risk and compliance.

VinciWorks is seeking great people to accelerate growth and build a new generation of products. Headquartered in Jerusalem, our growing company of 25 people is situated on the 15th floor of the main tower in the Malcha Technology Park (with a huge terrace).

VinciWorks has a flexible, friendly, startup-type work environment with reasonable hours, paid lunch, paid parking, minimum travel, and a bright, passionate, collaborative team.

Our core values are:

• You don’t need permission to innovate
• Nothing should be done today just because it was done yesterday
• Say what you think
• Take responsibility
• Do what you say you will do
• Aspire to understand the business end to end
• Always be growing

Diversity at VinciWorks

We understand that life is complicated and you might have a really intricate and complicated work-life requirement. Our goal is to remove the structural barriers and daily frustrations that too many tech companies inflict on underrepresented workers. From day one, our company has been about respecting and valuing our employees, and you’ll be supported by every level of our organization when you join our team. We support workplace diversity.

VinciWorks does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, sexual orientation, marital status, disability, or any other protected class. If you have a disability, we're more than happy to accommodate your needs and make the interview process better for you.