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Job Opportunity: Tier 3 Technical Support Agent

Date   Nov 12
Listing No.   IE253440
Sector   Hi-Tech, Technology & IT
Region   Center
City/Yishuv   Tel Aviv
Tier 3 Technical Support Agent
Looking for an all-star Support Agent to be the third line of defense for our enterprise customers. If you are analytical, like solving problems and are also a great communicator, we’d love to chat. This role is a great opportunity to gain exposure to and work with departments such as Product, Professional Services, Customer Success, and R&D, as well as with enterprise customers on solving the most critical issues. Successful candidates must have the ability to quickly assess and resolve complex problems across a broad range of our offerings (e.g. web, mobile, desktop), 3rd party technologies, and complex enterprise-level integrations.

What will you actually be doing?

Drive resolutions for technical escalations, including identification of root cause and issue resolution.
Collect information and document bugs with R&D for product issues that are impacting customers.
Serve as the internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
Provide interface between Support, Customer Success, Professional Services, Solution Consultants and Product / Engineering teams.
Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
Provide technical and non-technical mentoring to Tier 1 and Tier 2 Support Agents.
Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers
Author and review knowledge base content to drive support scalability and improve customer self service capabilities.
Provide feedback within the organization about common or emerging issues that can be addressed before they become serious or widespread.
Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements
Deliver against customer experience and efficiency targets.

What should you bring to the table?

Fluent in English - excellent writing and speaking required
3+ years of customer support, technical support, system administration or related customer facing role, with at least 2 years in a technical role.
Expertise in Javascript, HTML, CSS
Expertise in developing and debugging client side code using browser tools
Experience supporting SaaS applications
Real passion for solving customer issues and advocating for their success in a fast paced, highly technical environment.
Ability to learn new technologies and product-lines quickly.
Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
Ability to work independently with little direct supervision and as a part of a team. Excellent analytical and organizational abilities.
Ability to remain calm, composed and articulate when dealing with tough customer situations.

What will impress us most?

Former development experience
Experience with iOS/Android development suites and troubleshooting
Experience working with BI tools/databases - e.g. SQL
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