Back Office Operations & Ticket Manager

Company Description:

Ephoca specializes in heating, ventilation, and air conditioning (HVAC) solutions. With over 16 years of experience in the climate comfort sector, Ephoca is recognized for its innovative systems like AIO, STONE, and NEXTac. We are transforming traditional heating and cooling through advanced technologies. Since February 1st, 2024, Ephoca has been part of a strategic alliance with Panasonic, strengthening our ability to deliver cutting-edge climate solutions.

Role Description:

We are looking for a Back Office & Ticket Manager to join our team, In this role, you will manage VIP customer service, technical support and logistics tickets. You will oversee the full ticket lifecycle - from monitoring and resolution to quality control, coordinating with internal teams and technicians to ensure timely and high-quality standards.

Who we are looking for:

• Confident level of reading in English;
• Quick learner with excellent communication skills;

Key Responsibilities:

• Monitor, manage and close support tickets in a timely manner;
• Identify and follow up on stalled tickets, ensuring no requests are left unresolved;
• Drive resolutions to meet SLA targets and improve customer satisfaction.

Qualification and Skills:

• Strong organizational and multitasking;
• Ability to work independently and collaboratively;
• Availability Monday - Thursday (Sunday optional);
• Evening (USA) working hours, on-site in Beit Shemesh / Har Tuv (Jerusalem district);
• Basic knowledge of technical troubleshooting and logistics coordination (preferred);
• Previous experience in HVAC sector (highly preferred).

How to Apply:

Please send your CV and cover letter to [email protected] with the subject line: "Back Office & Ticket Manager"