Tier 1 Customer Support Manager

Solargik is looking for a Tier 1 Customer Support Manager to lead and manage our Tier 1 customer support operations.

In this strategic role, you will ensure exceptional service delivery to our local and international customers. You will be responsible for shaping the customer experience, optimizing support processes, and serve as the bridge between customers, partners, and internal technical teams.

This is a leadership role in a dynamic and fast-paced environment where you will make a significant impact on our growing business.

What will YOU do?

• Lead and mentor the Tier 1 support team, ensuring high performance and alignment with company objectives.
• Train team members on customer support best practices, tools, and technologies, fostering a culture of continuous improvement.
• Engage with the local and international customers to communicate, approve and establish implementation programs for each customer/project.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Work with our Partners and Subcontractors to ensure on-site deployments, according to project scope and deadlines.
• Creating work procedures, working with various tools – Monday, Jira, etc.

What will YOU bring with you?

• 3+ years of experience in customer support environment, ability to handle global customer complaints and provide customized efficient solutions
• +2 years of experience in team management and leadership, with a strong ability to see the big picture, effectively balancing immediate technical issues with long-term support strategies to ensure seamless operations and customer satisfaction.
• Experience with tech support tools like Jira or similar CRM platforms.
• Demonstrated ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously with a can-do approach.
• Excellent verbal and written communication skills in both English and Hebrew.
• Willingness to work in a flexible hours, with customers around the world.

Advantages:

• Experience in creating documentation for issue resolution and knowledge sharing.
• Implementing and working with Zendesk.

The job is in Jerusalem (German Colony), a great opportunity to work in one of Jerusalem's most vibrant neighborhoods, surrounded by delicious food, cultural diversity, and historical charm.

About Solargik:

Solargik’s mission is to unlock the potential of solar energy by solving the industry’s biggest challenges in solar tracking - efficient land utilization, challenging terrains, and sophisticated controls.

Solar trackers move PV panels throughout the day to provide maximum exposure to the sun, increasing energy production by 15-25%.

Our versatile, cost-efficient system increases power generation, efficiency, and profitability while reducing overall cost.

Solargik was founded by veterans of the solar energy industry with hundreds of years of combined solar industry experience.

Our customizable algorithms maximize performance on any terrain, and our in-house SCADA system, called “SOMA”, provides advanced monitoring, real-time alerts, and automated controls, to ensure efficient and profitable PV asset management.

Want to learn more about Solargik? Visit our website or watch this cool video.