Technical Support Representative

Company Description

Solid Payments is a global payments service provider based in Herzliya.

Our gateway provides a simple and smart way for clients to pay online.

Overview

We are seeking a highly skilled and motivated Technical Support Representative to join our team in Herzliya. The ideal candidate will possess a strong technical support background, excellent problem-solving skills, and a passion for customer service. As a Technical Support Representative, you will be the primary point of contact for our customers, providing expert assistance and ensuring a positive experience.

Key Responsibilities

• Customer Support: Deliver timely and effective technical support to customers both on-site and remotely. Troubleshoot and resolve technical issues related to our products and services.
• Problem-Solving: Diagnose and resolve technical problems efficiently. Escalate complex issues to higher-level support as needed.
• Documentation: Maintain accurate records of customer interactions and technical issues in our support ticketing system. Create and update knowledge base articles for both customers and internal teams.
• Product Expertise: Develop a comprehensive understanding of our products and services to provide knowledgeable support and guidance.
• Collaboration: Work closely with engineering, product management, and quality assurance teams to address and resolve product-related issues. Provide feedback on potential product improvements based on customer interactions.
• Training: Assist in the training of new team members and contribute to the creation of training materials and resources.
• Continuous Improvement: Stay informed about industry trends and emerging technologies. Proactively identify opportunities to enhance support processes and customer satisfaction.
• System Management: Oversee a central international computer system, including application management and configuration settings.
• Technical Support: Provide support primarily via email and phone, assisting the contact team with international clients, including training, testing, and various definitions.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Experience: Minimum of 5 years in a technical support role or similar capacity.
• Technical Skills: Proficient in managing tasks and emails professionally. Demonstrated ability to quickly learn information systems and work processes. Experience in support within a high-tech company, particularly in managing information systems and providing international customer support, is highly advantageous.
• Language Proficiency: High level of proficiency in English, both written and verbal, is essential.
• Additional Skills: Experience with English support management, SLA management, service calls, and CRM systems is advantageous. Background in web development and online field experience is a plus.