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Job Opportunity: Head Of Support

 
Date   Feb 26
 
Listing No.   IE272359
 
Sector   Hi-Tech, Technology & IT
 
Region   Jerusalem
 
City/Yishuv   Jerusalem
 
 
Head Of Support
 
We are looking for an AI Support Manager with a broad range of technical skills, managerial skills, product orientation and great communication and user support services abilities.

If you are interested in joining a growing, dynamic and successful startup where besides a wild ride you will be using the latest frameworks and technologies and be part of shaping the world of data science. We want to talk with you.

Responsibilities:

Manage and lead the support team by evaluating and prioritizing customer support case
Act as a consultant and offers solutions for the team and the customers’ problems both with the product and the Data science field
Keep the support experience for our customers at the highest standards.
Conduct hands-on technical investigation for customer tickets that are being escalated
Develop and implement customer support methodologies and best practices
Set customer support KPIs and pursue top service standards to meet those KPIs
Provide insights based on data to identify improvements in the Support team day-to-day operation
Conduct hands “lesson learned” sessions to review tickets that were not managed well and implement changes in the daily cadence to improve
Identify new tools and technologies to better serve the customer
Act as the voice of the customer across the organization
Develop and execute plans for personal team members development
Build and maintain work processes and relationship with all stakeholders (product, sales, customer success, and R&D)

Qualifications and Experience:

3+ years of experience in managing technical customer support teams
Ability to manage escalation calls with customers’ top management
Great interpersonal and communication skills, with high proficiency of verbal and writing skills in English
Strong technical skills with the ability to understand and troubleshoot system and applications flows, dive deep into complex problems & find their root cause
Experience with Linux / Unix OS skills – A must
Understanding / experience with cloud technologies (AWS, Google Cloud, Azure, etc.) and tools such as docker and Kubernetes
Willingness to work in shifts (nights / weekends as necessary)
Experience with machine learning, data science or data engineering – a bonus
 
 
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