Technical Customer Support Specialist

Matics is seeking a highly committed, experienced Technical Customer Support Specialist to join our company.

About Matics:

Matics is a Real-Time Operational Intelligence (RtOI) solution that instantly digitalizes manufacturing shop floors by aggregating high-resolution multi-source data from any ERP, MES, or machine on-site, fusing that information with historical data and advanced to yield contextually relevant decision-ready insights that can be used to improve communication, optimize the production efficiency, and provide key stakeholders with an accurate overview of the state of current and future production anywhere, from any device. Matics operates in over 15 countries, and over 2000 machines are connected worldwide.

Overview:

We are seeking a highly motivated and customer-centric Technical Customer Support Specialist to join our growing team. In this role, you will be the first line of communication with our customers, ensuring their technical and operational issues are resolved efficiently and effectively. As a critical member of our Customer Care Group, you will play a key role in driving customer satisfaction, retention, and success by delivering timely and professional support. This position offers the opportunity to shape support processes, contribute to customer success strategies, and provide insights for product improvements.

Responsibilities: 

As a focal point for our customers, you will need to improve our overall customers’ experience by analyzing and supporting their knowledge transfer tools and constantly looking for solutions to problems by providing fast and professional responses. You will have to:

• Gain expertise in Matics product and system to troubleshoot product, infrastructure (servers, DB), and communication (routers) issues
• Respond to technical support inquiries quickly and accurately via chat and JIRA
• Take ownership of both local and international customer-reported issues end-to-end
• Work collaboratively with sales, success, and other teams to ensure smooth operation and the best experience for our customers 
• Work closely with Product and R&D teams to improve products researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
• Demonstrate strong communication skills and ability to develop strategic ongoing customer relationships

Requirements:

• B.Sc Computer Science / B.Sc Industrial Engineering - Advantage
• 2+ years of proven experience in technical customer support
• TCP/IP network and WIFI MESH deployment understanding
• Experience with SQL queries
• Experience with JIRA or another ticketing system
• Customer-oriented
• Have genuine curiosity and passion for solving problems and making customers happy
• Self-motivated, a team player with a high level of dedication
• Fast learner, with strong analytical and problem-solving skills
• Strong multitasking and prioritization skills
• Excellent interpersonal and communication skills (written & verbal) in both English and Hebrew 

Advantage:

• Multiple languages – Spanish, Italian, German 
• Linux – basic knowledge
• Interfaces & mapping understanding
• Working with industrial or manufacturing segment
• Familiar with working with Raspberry Pi

What we offer:

Matics is a workplace that encourages an open culture. Everyone is a hands-on contributor and feels comfortable sharing ideas and opinions. We are passionate about innovation and striving for success. 

Our offices are located in Matam – Haifa