Fullpath is a growing tech company in the automotive space with hubs across the US and Israel. Our mission is to constantly disrupt the industry by creating new, groundbreaking technologies to help dealers build stronger, more resilient businesses. Our work happens in the fast lane as we work to bring AI-powered, data driven solutions to a quickly evolving industry.

Our team at Fullpath is made up of curious and creative individuals who are always looking to achieve the impossible. We are bold, collaborative, and goal driven, and, at our core, we believe every voice has value and can impact our bottom line.

If you are a creative, solutions oriented individual who is ready to put your career in drive, Fullpath is the place for you!

The Tier 2 Technical Support Specialist will be expected to troubleshoot and/or resolve high priority and escalated issues and tasks at the highest level of customer service. The Tier 2 Technical Support Specialist will be responsible for escalating bugs, tasks, customization requests to engineering, when necessary.

The role requires advanced time and task management, and the ability to coordinate multiple lines of communication internally and externally. The ideal candidate demonstrates high levels of ownership, accountability, and problem-solving skills. The ideal candidate is also able to proactively identify breakdowns in communication and come up with processes and solutions.

You will be reporting to our Manager of Technical Support (based in the US)

Requirements:

3-5 years experience in a technical support role for a SaaS company
Excellent English verbal and written communication skills
Strong troubleshooting experience in web products and environments
Demonstrated ability to collaborate with different interfaces (Research and Development, Customer success) in order to define and implement optimization processes
Proven experience in a role that requires high levels of ownership and problem-solving skills
Experience working in a global distributed team - strong advantage
Experience interfacing with different stakeholders and adapt to different audiences
Experience in SEO/SEM (e.g., Google Ad words, Facebook, Bing) - strong advantage
Experience with HTML / CSS - strong advantage
Experience working with Customer Relationship Management and task management tools.
Experience working with modern SaaS tools (G Suite, Slack, Zendesk, etc.).
Ability to multitask, prioritize and work under pressure
You hold yourself accountable in closing loops and following up and through
Naturally curious and excited to learn new technologies.
Service oriented approach with strong client-focused skills, able to process and explain technical information on various levels

What you will be responsible for:

Ensure a timely and quality resolutions of our customers’ open issues
Act as the bridge between the Support team (based in the US) and and Research and Development team (based in Israel)
Identify recurring issues that impact the customer service quality and proactively suggest and implement solutions
Collaborate with the Research and Development management to create workflows that improve issue resolution and overall customer satisfaction and delight
Investigate technical issues and participate in building the skills and knowledge of the support team
Examine, analyze, troubleshoot technical issues using our ticket systems, emails, and other available resources
Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members

Why you should join us:

Family-friendly environment and flexible working hours
An awesome global team of forward-thinking, innovative go-getters
Integrate with tech titans: Work directly with APIs from Google, Facebook, Microsoft, and more.
Be part of a rapidly scaling company poised for the future.
Learning and growth opportunities within a fast-paced tech startup environment
As a part of our team, your success in this role is crucial to our company's growth. We are committed to supporting you in achieving your KPIs and goals and providing regular feedback to help you reach your full potential. Together, we can make a real impact and achieve great things!
Cibus and lots of yummy treats :-)

In the meantime, you can get to know us a little better by checking out @lifeatfullpath on Instagram and Facebook.