Tier 1 Technical Support

Company Description

The Helen Doron Educational Group, accredited by MSA Middle States Accreditation, has been a leader in innovative education since 1985. As a global provider of educational programs for babies, children, and teens, the group has developed a unique methodology and exclusive learning materials to enhance development and learning outcomes. With a strong focus on supporting young learners, the organization also offers franchise opportunities for entrepreneurs passionate about education. Serving a worldwide community, Helen Doron continues to create meaningful educational experiences.

We are looking for a customer-focused Tier 1 Technical Support to join our HDC Support team and support end users across multiple systems and applications.

In this role, you will be the first point of contact for users, helping them troubleshoot issues, understand workflows, and use our systems effectively. You will support mobile applications, Learning Management Systems, and our CRM (Salesforce), which is a key platform in our users’ day-to-day operations.

What you will do

• Provide Tier 1 support to end users across multiple systems and channels
• Troubleshoot issues and provide clear, step-by-step guidance
• Support users in Salesforce CRM: login and access, navigation, data entry, standard workflows, and common user questions
• Handle selected advanced Salesforce support activities within defined guidelines, and collaborate with the CRM team on more complex issues
• Manage support tickets raised by clients: review, clarify, prioritize, track progress, and keep users updated until resolution
• Escalate tickets to Tier 2 or relevant teams when needed, ensuring clear documentation and all required details are included
• Create and update knowledge base articles and user documentation
• Support user training sessions and share best practices

What we are looking for

• Bachelor’s degree in a relevant field or equivalent practical experience in Tier 1 or application support
• Familiarity with Salesforce CRM and supporting users in day-to-day CRM activities
• Strong troubleshooting skills and a service mindset
• Experience with ticketing systems, including documentation, prioritization, and escalation
• Excellent communication skills in English and Hebrew
• Ability to work effectively in a high-volume support environment

Nice to have

• Experience supporting Salesforce users, including basic configuration tasks
• Experience supporting mobile applications and/or LMS platforms

📍 Full-time position | On-site in Misgav

• If you enjoy helping users, solving problems, and working with CRM processes in Salesforce, we would love to hear from you.