Support Specialist - Tier 1

Job Description

Smart-Shooter is growing and looking for a dedicated and detail-oriented Tier 1 Technical Support Specialist. This role is essential for providing frontline support to our customers, ensuring the optimal performance and reliability of our advanced systems.

Key Responsibilities

• Customer Support: Provide prompt and effective technical support via phone, email, and chat to customers using our electro-optic sight system.
• Troubleshooting: Diagnose and resolve basic technical issues related to hardware and software components of our products.
• Product Knowledge: Maintain a strong understanding of our product features, specifications, and applications to assist customers accurately.
• Documentation: Record detailed information about customer interactions and issues in the support ticket system for future reference and analysis.
• Feedback Loop: Communicate recurring issues and customer feedback to the engineering and development teams for continuous product improvement.

Location: This position is based at our main office - Kibbutz Yagur

Qualifications:

Education: Technical certifications or an associate degree in a related field is a plus.

Experience: Previous experience in technical support or customer service, preferably in the defense or technology sectors.

Skills:

• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Fluent English
• Basic understanding of electronic\ optical systems
• Proficiency with support ticketing systems and remote troubleshooting tools
• Ability to work independently and as part of a team