Technical Support Agent (overnight shifts)

Dragontail Systems is the leading B2B company of revolutionary optimization software for the food and delivery industry with a global presence.

We are proud to be part of Yum! Brands, a company with over 55,000 restaurants in more than 150 countries and territories primarily operating the company’s restaurant brands – KFC, Pizza Hut, Taco Bell and The Habit Burger Grill.

We are hiring a Technical support agent to support our customers across the globe, with a focus on the US, for overnight shifts.

The support team is part of our Operations department, and this role includes collaboration with all other technical teams in Ops.

Location: Ramat Gan- Hybrid

Salary: Hourly

Seniority Level: Junior

Responsibilities include:

Answer in-bound client support phone calls
Diagnose and resolve technical hardware and software issues
Communicate with clients on the current status of open tickets and interact with multiple support channels, such as phone, email, chat, etc.
Escalate unresolved cases to the relevant tiers to fix them ASAP.
Update the help desk knowledge base with accurate and up-to-date information.
Get well familiar with all the system features and configurations.

Requirements:

Fluent English- is a must! Fluent Spanish- is a big advantage!
Technical skills are a big plus
Strong troubleshooting and problem-solving
Ability to work nonstandard hours (including weekends and nights), at least 3-4 shifts a week
Able to learn quickly
Positive attitude and deep customer service orientation
Basic understanding of network
Ticketing Systems