Customer Support Technician

Job description

We are looking for a Customer Support Associate to assist our local and international customers with technical problems when using our products and services and support our customer success and engagement efforts.

His/her responsibilities include resolving customer queries and troubleshoot, supporting the customer success efforts, training and guiding product users through features and functionalities, supporting system integration and configuration issues, supporting alerts and reports to the customers etc.

To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust with technical understanding and to be curious, industrial, a quick learner who is always looking to evolve and develop and great team player who can cooperate with different departments in the company. You should also be familiar with IT and communication issues and the ability to use various applications and tools.

Responsibilities

Frequent contact with all existing customers according to SLA, aimed to support any need they have on the technical side, hence enhance their satisfaction, engagement and usability of the product.

Troubleshoot customers’ problems, queries and requests, collect and understand customers’ insights and use this information in order to boost customer’s satisfaction, improve and maximize system performance and show product’s value to the customers.

Be accountable for managing, solving and closing the customers support issues and service calls by using different tools and dashboards and working with the relevant teams in the company.

Handling IR issues with customers and internally by using different tools and dashboards and working with the relevant teams in the company.

Requirements

Minimum 2 years’ experience in Customer Support/Customer Service or similar role in B2B products
Knowledge and experience in IT, communication, DBs
Experience using a help desk application, ticketing systems, remote support tools, internal system support platforms
Able to analyze data, look for trends and work with analytics tools
Excellent communication, relationship and problem-solving skills
Takes high degree of accountability and reliability over their work
Curious with a drive for learning
Multi-tasking abilities with a can-do attitude
Ability to break down complex problems into concrete, manageable components and think through optimal solutions
Fluent in English and Hebrew (verbal and written)
Preparedness and ability to reach customers’ sites when required
Relevant diploma – advantage
Holds a level 3 MOD security clearance – advantage
Experience in OT, cyber security, industrial environment – advantage
Experienced in international activities – business and technical – advantage