Customer Success Support Specialist

If you are a tech-savvy, team player with creative thinking and strong customer facing skills and would like to learn about solutions for cyber security, anti-fraud, and identity management - check this out.

The Next-Gen Compliance, Identity & Entity Management Platform is growing its team in Israel that supports global customers while building strong customer success foundation.

You will:

Be responsible for providing best in class customer support as part of the CS group located in Israel.
Be working closely with team leaders, shift managers and CS agents to constantly improve the quality of support, and the professional success of the teams.
Collaborate with the CS Global Program Manager and the CS team in continuous improvement projects, and implementations of new tools, processes and policies.
Constantly Improve the overall Customer Support experience provided by your teams.
Take ownership of complicated customer issues and follow problems through to resolution.
Lead cross functional meetings with relevant departments.
Analyze statistics and compile accurate reports.
Flag discrepancies or untypical trends and push for resolutions and improvements.
Maintain an orderly workflow according to priorities.
Develop and implement new procedures, policies, and standard.

The candidates we are looking for must:

2+ years experience with customer service teams. Prior experience in E-commerce/ marketplace is a plus.
Working knowledge of customer service software, databases, and tools: such as Zendesk (huge plus), confluence, chat tools, social engagement tools.. Expert knowledge in Excel.
Strong client-facing and communication skills
Advanced troubleshooting skills in a technical environment - Proficiency in English - spoken and written.

Other advantages:

Scripting experience in languages such as Shell, Perl, Ruby or Python

Think you’re qualified? We’d love to hear from you!