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Job Opportunity: Tier 3 Technical Support Specialist

 
Date   Mar 22
 
Listing No.   IE256260
 
Sector   Hi-Tech, Technology & IT
 
Region   Center
 
City/Yishuv   Tel Aviv
 
 
Tier 3 Technical Support Specialist
 
Looking for an all star Support Agent to be the third line of defense for our enterprise customers.

If you are analytical and like solving problems, but are also a great communicator, we’d love to chat. This role is a great opportunity to be exposed to and work with both Professional Services, Product Management and Development, and work with enterprise customers on solving the most critical issues.

What will you actually be doing?

Provide an excellent customer service experience and work to promptly resolve all escalated incoming client issues by phone, email or chat within established targets.
Prioritize and escalate the most impactful, important issues from across the company and manage them directly with the R&D teams.
Document issue status and provide updates to management and end-users in near real-time
Follow up on open issues and ensure timely resolution with customers and internal stakeholders.
Develop, document and maintain standard operating procedures, best practices and customer service guidelines with the global Support department and within the Tier 3 team.

What should you bring to the table?

Fluent in English - excellent writing and speaking required
Effective self-learning and multitasking skills
Technical aptitude (for example, HTML, CSS, Javascript, Jquery, SQL)
Excellent problem solving skills
Independent worker but also a team player
Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks
Appreciation for and understanding of customer service
Team player with the highest level of integrity.

ADVANTAGES

Strong technical skills in HTML, jQuery, CSS, javascript programming
Good knowledge in SQL, mySQL - an advantage
Former support (Tier 2 / 3) or development experience

 
 
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