Technical Support Specialist

**Please note that this is a maternity leave replacement position**

About CommBox

CommBox is a leading Unified Digital & AI Communication platform transforming customer engagement for over 350 clients worldwide. Our mission is to redefine customer communication, making it effortless, intuitive, and incredibly effective.

We provide brands with state-of-the-art tools to automate customer interactions seamlessly across digital channels and messaging apps like SMS, WhatsApp, Messenger, and Google. Our advanced AI technology manages millions of customer transactions daily, streamlining the journey and enhancing efficiency.

Responsibilities

• Providing support for internal and external customers.
• Prioritizing, categorizing, managing, and solving customer reported problems.
• Obtaining information to write a thorough, detailed problem description.
• Reviewing written documentation.
• Recording and managing confirmed software defects.
• Providing product feedback to development and product teams.
• Building relationships with appropriate groups and individuals inside and outside the support team.
• Providing both formal and informal knowledge transfers.
• Conduct technical incident reviews for customers, perform health checks, and document the technical issues and solutions.
• Conduct complex technical investigations.
• Work closely with the R&D and product teams on the functional side, and sales and customer success teams on the business side.

Requirements

• 4+ years of experience as a Technical Support Specialist in a SaaS company.
• Strong analytical and technical troubleshooting capabilities (including logs and monitoring tools).
• Fluent level of English and Hebrew - MUST.
• Experience with SQL.
• Knowledge of API's - MUST.
• Excellent communication and interpersonal skills,
• Has the ability to effectively collaborate and influence across all levels of the organization.