Technical Support Specialist

Guideline Group (traded on the Tel Aviv stock exchange) is a leading, well-established, company in Israel for providing technological solutions in FinTech, Invest Tech, Legal Tec, and Business Tech (BT).

The LegalTech business unit is looking for a technical supporter specialist to join the team.

The ideal candidate loves talking to people and helping to solve issues.

Responsibilities:

Provide technical support to customers via various phone, email, and chat channels.
Provide knowledgeable, technical, and instructional answers to questions about our product, and solve basic technical issues
Diagnose and troubleshoot technical issues reported by customers and provide timely resolutions.
Escalate complex issues to the appropriate internal teams and follow up to ensure a prompt resolution.
Collaborate with cross-functional teams to resolve customer issues and improve overall product performance.
Document support cases, including the details of the reported issue, troubleshooting steps taken, and the final resolution.

Requirements:

Proven work experience for at least 1-2 years, as a Technical Support Specialist or in a similar role.
Strong knowledge of computer systems, networks, and software applications.
Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users.
Strong customer service orientation and the ability to work effectively in a fast-paced environment.
Quick learner & details oriented.
Self-managed and team oriented.
Knowledge and familiarity with SQL databases - an advantage.
Certifications: A+, MCSA - an advantage.