Technical Support Specialist

Fullpath is a growing tech company in the automotive space with hubs across the US and Israel. Our mission is to constantly disrupt the industry by creating new, groundbreaking technologies to help dealers build stronger, more resilient businesses. Our work happens in the fast lane as we work to bring AI-powered, data-driven solutions to a quickly evolving industry.

Our team at Fullpath is made up of curious and creative individuals who are always looking to achieve the impossible. We are bold, collaborative, and goal driven, and, at our core, we believe every voice has value and can impact our bottom line.

If you are a creative, solutions-oriented individual who is ready to put your career in drive, Fullpath is the place for you!

The Tier 2 Technical Support Specialist will be expected to troubleshoot and/or resolve high priority and escalated issues and tasks at the highest level of customer service. The Tier 2 Technical Support Specialist will be responsible for escalating bugs, tasks, customization requests to engineering, when necessary.

The role requires advanced time and task management, and the ability to coordinate multiple lines of communication internally and externally. The ideal candidate demonstrates high levels of ownership, accountability, and problem-solving skills. The ideal candidate is also able to proactively identify breakdowns in communication and come up with processes and solutions.

You will be reporting to our Manager of Technical Support (based in the US)

What you will be responsible for :

• Ensure a timely and quality resolutions of our customers’ open issues
• Act as the bridge between the Support team (based in the US) and and Research and Development team (based in Israel)
• Identify recurring issues that impact the customer service quality and proactively suggest and implement solutions
• Collaborate with the Research and Development management to create workflows that improve issue resolution and overall customer satisfaction and delight
• Investigate technical issues and participate in building the skills and knowledge of the support team
• Examine, analyze, troubleshoot technical issues using our ticket systems, emails, and other available resources
• Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members

To be a Technical support Specialist at Fullpath you need to have:

• 3-5 years experience in a technical support role for a SaaS company
• Excellent English verbal and written communication skills
• Strong troubleshooting experience in web products and environments
• Demonstrated ability to collaborate with different interfaces (Research and Development, Customer success) in order to define and implement optimization processes
• Proven experience in a role that requires high levels of ownership and problem-solving skills
• Experience working in a global distributed team - strong advantage
• Experience interfacing with different stakeholders and adapt to different audiences
• Experience in SEO/SEM (e.g., Google Ad words, Facebook, Bing) - strong advantage
• Experience with HTML / CSS - strong advantage
• Experience working with Customer Relationship Management and task management tools.
• Experience working with modern SaaS tools (G Suite, Slack, Zendesk, etc.).

The personal competencies you need to have:

• Ability to multitask, prioritize and work under pressure
• You hold yourself accountable in closing loops and following up and through
• Naturally curious and excited to learn new technologies.
• Service oriented approach with strong client-focused skills, able to process and explain technical information on various levels
• Ability to see the big picture, break down a project into milestones and prioritize tasks
• Strong sense of ownership, urgency, and drive.
• Ability to take the initiative, come up with ideas and solutions and run it with a "getting things done" attitude.

Why you should join us?

• Family-friendly environment and flexible working hours
• An awesome global team of forward-thinking, innovative go-getters
• Integrate with tech titans: Work directly with APIs from Google, Facebook, Microsoft, and more.
• Be part of a rapidly scaling company poised for the future.
• Learning and growth opportunities within a fast-paced tech startup environment
• As a part of our team, your success in this role is crucial to our company's growth. We are committed to supporting you in achieving your KPIs and goals and providing regular feedback to help you reach your full potential. Together, we can make a real impact and achieve great things!
• Cibus and lots of yummy treats :-)

In the meantime, you can get to know us a little better by checking out @lifeatfullpath on Instagram and Facebook.