CS & Support Ops

Atera is revolutionizing IT management globally through its AI-powered platform, providing an all-in-one solution for Remote Monitoring and Management (RMM), Helpdesk, Ticketing, and Reporting. With over 23,000 IT professionals benefiting from our platform, we're located in the heart of Tel Aviv, driven by a mission to unleash potential and foster innovation. Our open, transparent, and supportive environment empowers teams to thrive with autonomy, resources, and freedom.

As a Customer Care Operations specialist at Atera, you'll play a pivotal role within our CS & Support operational team. You'll work closely with customer success managers and support technicians, taking on cross-functional tasks and spearheading complex projects related to our business applications and workflows. This role presents an exciting opportunity for individuals who are passionate about problem-solving, enjoy collaborative work, and approach challenges with a positive, can-do attitude, seeking hands-on experience in a dynamic and fast-paced tech environment.

Responsibilities

• Develop, optimize, and manage processes, projects, and tools within the department, ensuring efficient workflows and procedures while monitoring and tracking relevant data.

• Facilitate collaborative sessions with Customer Success Managers (CSMs) and support members to gather business requirements, identify bottlenecks, and implement concrete processes to address them, while capturing key action items for resolution.

• Act as a liaison among cross-functional teams to ensure seamless communication and information flow.

• Analyze data in collaboration with Business Intelligence (BI) analysts to enhance reports, identify trends, and uncover opportunities, providing research-driven recommendations to support decision-making processes.

• Drive adoption of new features on Business Application solutions throughout the department and conduct user training sessions on best practices.

• Handle day-to-day operational tasks related to customer interactions.

Requirements:

• Proficiency in process-driven methodologies, coupled with robust project management and organizational skills.

• Excellent command of written and verbal communication in both English and Hebrew.

• Ability to adeptly adapt to changing priorities and excel under tight deadlines.

• Proactive and positive attitude, demonstrating a readiness to undertake diverse tasks.

• Strong analytical skills for data interpretation and drawing meaningful conclusions.

• Detail-oriented approach to ensure accurate documentation, precise communication, and thorough project tracking, facilitating seamless product operations.

• Effective relationship-building and communication abilities to collaborate effectively with various divisions within the organization.