Technical Support Engineer

About us:

Fireberry is an end-to-end business management platform tailored to your business-specific needs.

From marketing to sales to customer service, and more, Fireberry makes it easy for your entire business to work together.

Each department is powerful on its own, but together they can be explosive.

Fireberry was built from the ground up by developers who already knew back in 2011 that there had to be a better way to improve customer relations and decided to develop software for every need aimed to keep customers delighted.

After conquering the local market with more than 2000 satisfied Israeli customers from various industries, we are ready to go global!

Are you up for the challenge?

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Fireberry is looking for a passionate Technical Support Engineer, based in Israel to join our team and provide exceptional technical support to our valued customers.

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As a Technical Support Engineer, you will reproduce, troubleshoot, diagnose, and work to resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, and follow standard procedures to escalate unresolved issues to appropriate internal departments.

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Are you the right person for this role?

If you are curious, a problem solver, love to talk to customers, and have experience with CRM tools we want you to join us!

You should thrive in a startup environment, and be proactive, data-driven, and eager to learn.

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What you'll do:

Respond promptly and professionally to customer inquiries via email & chat, providing technical support and troubleshooting assistance
Work to meet and exceed internal SLAs
Identify and diagnose software issues, and guide customers through step-by-step resolutions
Escalate complex technical issues to higher-level peers when necessary, while ensuring proper documentation and follow-ups
Collaborate with cross-functional teams, to address customer concerns and provide effective solutions
Document and maintain records of customer interactions, inquiries, comments, and actions taken, utilizing the ticketing system
Provide proactive customer education to reduce repetitive inquiries and improve customer satisfaction
Help develop and implement support methodologies, build workflows and define support operations
Strive for best-in-class support experience and drive exceptional CSAT results
Stay up-to-date with product knowledge, industry trends, and technology advancements to provide accurate and efficient support

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What you need:

Minimum 1 year experience in technical support, in a SAAS company or related field
Proficiency in troubleshooting and resolving software issues
Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical individuals
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
Strong problem-solving and analytical skills with attention to detail
Plus: Experience with ticketing systems and customer relationship management (CRM) software
High proficiency in English - mandatory (both verbal and written)