Customer Support Specialist Tier I

Gravyty is an innovative SaaS company hosting virtual networks for enrollment, mentoring, engagement and fundraising needs in the academia and non-profit space. We are seeking a Customer Support Specialist to join our Global Customer Care Team.

This is a hybrid working role that requires working partly from our Ra'anana Office.

Our working days are Monday to Friday.

Responsibilities:

• Handle incoming customer inquiries from request-to-resolution in a prompt and professional manner
• Reproduce, document and escalate technical bugs to development teams
• Assist with the creation and optimization of support documentation and best practices
• Provide service through a variety of channels (tickets, chat, community posts, and more)
• Liaison between customer and internal departments with a focus on customer satisfaction
• Identify areas of weakness and product/process improvement
• Provide a high level of client service with proven problem-solving and technical troubleshooting skills.

Qualifications:

• Native English level - MUST
• 1-2 years in customer support roles
• Experience working within a B2B SaaS organization or higher education
• Strong written and oral communication skills and technical aptitude
• Proactive and solutions-oriented with high attention to detail
• Experience working with a CRM or ticketing system (Zendesk) preferred
• Technical aptitude and/or basic understanding of HTML/CSS, SQL, JavaScript, API concepts a plus
• Familiarity with AWS a plus
• Ability to work autonomously in a high-paced working environment

About Gravyty:

At Gravyty, we are redefining how higher education, K-12, and nonprofits engage students, alumni and donors. Our AI-powered platform transforms engagement by breaking down data and technology silos, creating a seamless experience across the entire lifecycle- from student success to alumni and donor relationships. Trusted by over 2,750 institutions and organizations, Gravyty powers more than 25.5 million interactions annually, driving better outcomes, greater efficiency, and stronger connections.

Our global team of 150+ passionate professionals is united by a shared commitment to innovation, excellence and making a real impact. If you’re looking to be part of a dynamic, purpose-driven company, Gravyty is the place for you.