Technical Support Agent (overnight shifts)

Dragontail Systems is the leading B2B company of revolutionary optimization software for the food and delivery industry with a global presence.

We are proud to be part of Yum! Brands, a company with over 55,000 restaurants in more than 150 countries and territories primarily operating the company’s restaurant brands – KFC, Pizza Hut, Taco Bell and The Habit Burger Grill.

We are hiring a Technical support agent to support our customers across the globe, with a focus on the US, for overnight shifts.

The support team is part of our Operations department, and this role includes collaboration with all other technical teams in Ops.

Location: Ramat Gan- Hybrid

Salary: Hourly

Seniority Level: Junior

Responsibilities include:

• Answer in-bound client support phone calls
• Diagnose and resolve technical hardware and software issues
• Communicate with clients on the current status of open tickets and interact with multiple support channels, such as phone, email, chat, etc.
• Escalate unresolved cases to the relevant tiers to fix them ASAP.
• Update the help desk knowledge base with accurate and up-to-date information.
• Get well familiar with all the system features and configurations.
  
  

• Fluent English- is a must! Fluent Spanish- is a big advantage!
• Technical skills are a big plus
• Strong troubleshooting and problem-solving
• Ability to work nonstandard hours (including weekends and nights), at least 3-4 shifts a week
• Able to learn quickly
• Positive attitude and deep customer service orientation
• Basic understanding of network
• Ticketing Systems