Junior Technical Support Agent

PROFTIT, an international company provides unique management software for the Fintech industry, which enables businesses to create extraordinary customer relationships with cutting-edge technology and the most innovative and flexible CRM solution in the market.

We are looking for a Technical Support Representative to provide enterprise-level assistance to our customers.

As part of this role, the agent will Diagnose and troubleshoot software issues in order to help our customers with the company platforms interface. Additionally, Responsible for ongoing communication with customers, internal company departments, and 3rd party providers in order to reach resolution and ensure customer satisfaction.

Responsibilities

Handle customer technical inquiries through chat, phone and email channels
Set up and configure company products as well as external components
Escalate issues through cross-organizational teams
Track and Manage customers ongoing issues via ticketing system and task management platforms (Zendesk, Jira)
Follow up with clients to full resolution
Perform training sessions to clients on the company products
Communicate with 3rd party software providers to troubleshoot integration issues
Prepare reference material for users by drafting operation instructions

Requirements:

At least 1 year proven work experience as a Technical Support Agent, IT Help Desk – Advantage
Familiarity with Web API principles - Advantage
Hands-on experience with computer environment
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Knowledge of customer service principles and practices
Highly proficient in spoken and written English – MUST
Self learning and “out of the box” thinking capabilities

Working days are Monday through Friday. Our office is located in Ramat Gan.

morning shift is 9:00am-6:00pm, and an evening shift is 12:00pm-9:00pm.