Technical Support Specialist

About Us

Linnovate Technologies is a leading open-source innovation company based in Bnei Brak. Since 2006, we have been dedicated to providing software solutions to enterprises. Our philosophy revolves around empowerment through open-source collaboration, offering cutting-edge solutions across various technologies.

Job Description

We are looking for a Technical Support Specialist for a full-time, on-site position to join our HELPDESK team at our customer's office in Tel Aviv. You will be providing support and service to customers using our SaaS software. This role includes Tier 1 support, troubleshooting technical issues, guiding users on software usage, and addressing customer inquiries regarding our products and services.

Responsibilities

• Responding to customer inquiries related to technical issues and questions via phone, email, and chat.
• Troubleshooting software-related technical issues and related interfaces.
• Documenting issues and tracking resolutions in the ticketing system.
• Escalating complex cases to Tier 2 and Tier 3 teams.
• Collaborating with development teams and product managers to resolve complex problems.
• Providing training for new users and preparing instructional materials.
• Ensuring high customer satisfaction by delivering professional and courteous service.
• Monitoring and analyzing recurring issues to improve the product and service.

Requirements

• In-depth knowledge of software products and web-based systems.
• Strong technical skills, including troubleshooting network issues and system integration.
• Familiarity with digital environments.
• Excellent teamwork and customer service skills, with patience in handling customer inquiries.
• Strong verbal communication skills in Hebrew.
• Confidence to work in a challenging environment.

Advantages

• Bachelor's degree.
• At least one year of experience in a technical support center (HELPDESK) or similar role.
• Experience in providing technical support to SaaS end-users.
• Basic knowledge of scripting and automation.

This role requires obtaining security clearance.