Customer Support Specialist

Gravyty is an innovative SaaS company hosting virtual networks for enrollment, mentoring, engagement and fundraising needs in the academia and non-profit space. We are seeking a Customer Support Specialist to join our Global Customer Care Team.

This is a hybrid working role that requires working partly from our Raanana Office.

Our working days are Monday to Friday.

Responsibilities:

• Handle incoming customer inquiries from request-to-resolution in a prompt and professional manner
• Reproduce, document and escalate technical bugs to development teams
• Assist with the creation and optimization of support documentation and best practices
• Provide service through a variety of channels (tickets, chat, community posts, and more)
• Liaison between customer and internal departments with a focus on customer satisfaction
• Identify areas of weakness and product/process improvement
• Provide a high level of client service with proven problem-solving and technical troubleshooting skills

Qualifications:

• Native English level - MUST
• 1-2 years in customer support roles
• Experience working within a B2B SaaS organization or higher education
• Strong written and oral communication skills and technical aptitude
• Proactive and solutions-oriented with high attention to detail
• Experience working with a CRM or ticketing system (Zendesk) preferred
• Technical aptitude and/or basic understanding of HTML/CSS, SQL, JavaScript, API concepts a plus
• Familiarity with AWS a plus
• Ability to work autonomously in a high-paced working environment