Tier 1 Technical Support

As a Tier 1 Technical Support Specialist, you will be responsible for providing high-quality technical support to end-users of various systems, including mobile applications, Customer Relationship Management (CRM) software (e.g., Salesforce), and Learning Management Systems (LMS). Your primary focus will be to assist users in troubleshooting and resolving technical issues, answering questions, and ensuring a smooth and efficient user experience. This role plays a crucial part in maintaining overall system functionality and user.

Responsibilities

1.       User Support:

·        Respond to user inquiries via various communication channels in a professional and timely manner.

·        Identify, diagnose, and resolve technical issues and provide step-by-step guidance to users.

·        Manage user expectations and communicate status updates throughout the resolution process.

2.       Mobile App Support:

·        Assist users with issues related to mobile applications, including installation, configuration, and troubleshooting.

·        Stay up-to-date with mobile app updates and features to provide accurate guidance to users.

3.       CRM (Salesforce) Support:

·        Address user concerns related to the CRM system, such as login issues, data entry, and navigation.

·        Offer support for basic configuration and customization questions.

·        Collaborate with the CRM team to escalate and track more complex issues.

4.       Learning Management System (LMS) Support:

·        Troubleshoot LMS-related problems, including access, course enrollment, and content delivery.

·        Provide guidance on using LMS features and functionalities.

5.       Documentation and Knowledge Base:

·        Create and update user-friendly documentation and knowledge base articles for common issues.

·        Contribute to the development of self-help resources to empower users.

6.       Issue Tracking:

·        Log all user interactions and issues accurately in the ticketing system.

·        Ensure tickets include clear descriptions, impact assessment, and relevant supporting information.

·        Prioritize and escalate issues to Tier 2 or Tier 3 support according to defined escalation paths.

Collaboration:

7.       Collaboration:

·        Collaborate with other technical support teams and subject matter experts to resolve complex issues.

·        Communicate effectively with internal stakeholders to ensure a coordinated response to user problems.

8.       User Training:

·        Conduct training sessions or webinars for end-users on system functionalities and best practices.

9.       Quality Assurance:

·        Ensure a high level of service quality and adhere to established service level agreements (SLAs).

·        Continuously assess and improve the support process to enhance user satisfaction.

Work Experience & Skills

·        Bachelor’s degree in a relevant field or equivalent practical experience in technical support.

·        Proven experience troubleshooting software related issues and supporting end users

·        Familiarity with CRM systems and supporting users in common CRM tasks such as login/access, navigation, and data entry

·        Experience working with helpdesk and ticketing systems, including clear documentation, prioritization, and escalation

·        Excellent written and verbal communication skills in English and Hebrew

·        Strong problem solving and analytical skills, including basic root cause analysis.

·        Customer oriented mindset with a commitment to delivering high quality service and meeting SLAs

·        Patience, empathy, and the ability to work effectively under pressure in a high volume support environment

·        Ability to learn new tools and technologies quickly and adapt to frequent updates and changes

Preferred Qualifications

·        Experience supporting Salesforce users

·        Familiarity with mobile platforms and applications, including installation and basic troubleshooting

·        Understanding of Learning Management Systems, including access, enrollment, and content delivery

This Tier 1 Technical Support role is critical to ensuring that users have a positive experience with the systems they use. It requires strong communication skills, technical expertise, and a commitment to helping users overcome challenges and achieve their goals.