Customer Support Specialist

We're Agora, an early-stage Fintech startup based in TLV on a mission to revolutionize the way Real Estate firms and investors manage their capital. Our Investment Management software help companies raise and preserve more capital by automating their back-office operations, increasing their investors' satisfaction, and providing them with advanced tools for better marketing efforts.

Job Overview:

The Customer Support Specialist will be responsible for handling customer inquiries, providing solutions to platform-related issues, writing knowledge base articles, and escalating cases to the R&D and QA teams when necessary. This role requires excellent communication skills, technical proficiency, and a customer-centric mindset. The ideal candidate will have experience in a technical support role within a B2B SaaS environment.

Requirements:

Experience: Minimum of 2 years in a technical support role within a B2B SaaS company.
Technical Skills: Proficiency in troubleshooting software issues and navigating CRM platforms.
Communication: Excellent written and verbal communication skills in English.
Customer Focus: Strong problem-solving skills and a customer-first attitude.
Availability: Ability to work Monday - Thursday, aligned with US hours.
Team Player: Ability to work collaboratively in a remote team environment.
Documentation Skills: Experience in creating and maintaining knowledge base articles.

Preferred Qualifications:

Experience in the real estate or financial services industry.
Familiarity with customer support software and ticketing systems.

Basic understanding of R&D and QA processes.

What are we looking for:

Key Responsibilities:

Customer Support:

Respond to customer queries via email, chat, and phone, providing timely and accurate solutions.
Assist customers with platform navigation, troubleshooting, and feature usage.
Resolve customer issues by diagnosing problems and guiding them through corrective steps.

Case Escalation:

Identify and escalate complex technical issues to the R&D and QA teams.
Follow up on escalated cases to ensure timely resolution and customer satisfaction.
Escalate relevant customer accounts to the appropriate Customer Success Manager (CSM) based on predefined criteria.

Collaboration:

Work closely with the R&D and QA teams to communicate customer feedback and recurring issues.
Participate in regular team meetings to discuss ongoing issues and improvements.

Knowledge Base Management:

Create, update, and maintain comprehensive knowledge base articles and user guides.
Ensure all documentation is clear, accurate, and easy to understand for end-users.

Customer Experience Enhancement:

Gather customer feedback and contribute ideas for improving the platform and customer support processes.
Proactively identify potential issues and provide recommendations for preventive measures.

Equal opportunity:

"Agora Software is an equal opportunity employer. Consistent with our mission of serving a diverse and global audience, we value a diverse workforce and inclusive culture which reflects that. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.”