Technical Support Specialist

Guideline Group (traded on the Tel Aviv stock exchange) is a leading, well-established, company in Israel for providing technological solutions in FinTech, Invest Tech, Legal Tec, and Business Tech (BT).

The LegalTech business unit is looking for a technical supporter specialist to join the team.

The ideal candidate loves talking to people and helping to solve issues.

Responsibilities:

• Provide technical support to customers via various phone, email, and chat channels.
• Provide knowledgeable, technical, and instructional answers to questions about our product, and solve basic technical issues
• Diagnose and troubleshoot technical issues reported by customers and provide timely resolutions.
• Escalate complex issues to the appropriate internal teams and follow up to ensure a prompt resolution.
• Collaborate with cross-functional teams to resolve customer issues and improve overall product performance.
• Document support cases, including the details of the reported issue, troubleshooting steps taken, and the final resolution.
  
  

• Proven work experience for at least 1-2 years, as a Technical Support Specialist or in a similar role.
• Strong knowledge of computer systems, networks, and software applications.
• Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation and the ability to work effectively in a fast-paced environment.
• Quick learner & details oriented.
• Self-managed and team oriented.
• Knowledge and familiarity with SQL databases - an advantage.
• Certifications: A+, MCSA - an advantage.