Customer Support Specialist

Duve, a leading B2B SaaS platform that is reshaping the hospitality world, is looking for a Customer Support Specialist.

You’ll enjoy a friendly, innovative, and creative atmosphere in a fast-growing and dynamic company.

About the Role:

We are looking for an experienced Customer Support Specialist to assist our customers with technical problems when using our products and services.

To be successful in this role, you should be a tech savvy creative thinker, and an excellent communicator who’s able to earn our clients’ trust.

This is a full-time position working Monday through Friday, from Duve’s offices in Ramat-Gan.

Job Requirements:

• Native English with exceptional verbal and written communication skills
• 2-3 years of previous experience in a customer support or customer service role in a SaaS company - a must.
• Excellent communication skills, both written and verbal, with the ability to convey complex information to non-technical audiences in a clear and concise manner.
• Strong problem-solving and critical-thinking skills to quickly assess and resolve customer issues.
• Empathy and patience to understand and address customer concerns effectively, maintaining a calm and professional demeanor.
• Ability to multitask and prioritize tasks in a fast-paced environment, while maintaining attention to detail.
• Proficiency in using customer support tools and systems, Zendesk primarily.
• Strong teamwork and collaboration skills to work effectively with cross-functional teams and contribute to a positive work environment.
• Flexibility to adapt to frequently changing processes and procedures in a dynamic organization.

Nice to Have:

• Relevant B.A degree - advantage
• Working Proficiency in Spanish or French - advantage
• Experience and background in hospitality or education
• Previous Knowledge of systems such as Zendesk, Postman & Salesforce

What you’ll do:

• Serve as the first point of contact for customers via various channels such as phone, email, chat, and social media platforms.
• Provide prompt and personalized assistance to customers by actively listening to their concerns and inquiries.
• Identify, troubleshoot, and resolve customer issues promptly and effectively, ensuring a positive resolution to maintain customer satisfaction.
• Collaborate with cross-functional teams, including Product, R&D, and Customer Success, to gather relevant information and provide accurate solutions to customers.
• Document and maintain detailed records of customer inquiries and resolutions in Zendesk.
• Stay up-to-date with product knowledge, policies, and industry trends to provide accurate information and recommendations to customers.
• Contribute to the development and maintenance of customer support resources, such as FAQs, knowledge base articles, and tutorials, to empower customers with self-service options.