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Job Opportunity: Technical Support Specialist

 
Date   Dec 08
 
Listing No.   IE262081
 
Sector   Internet, eCommerce & Social/Digital Media
 
Region   Center
 
City/Yishuv   Tel Aviv
 
 
Technical Support Specialist
 
We are looking for a Technical Support Specialist to provide enterprise-level assistance to our customers (such as restaurants and shops world wide ). You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you should be passionate about support and mobile devices, iOS and Android. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

Responsibilities

Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to the internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Global call-center support 24/7

Requirements

Proven work experience in Technical Support (Tier 1, Tier 2 support)
English- Native speaker - Must
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
 
 
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