Technical Support Specialist
לבית תוכנה המפתח ומשווק מערכות מתחום האיכות לעולם התרופות והמכשור הרפואי, דרוש/ה Technical Support Specialist
● Provide T1/2 technical support to customers and internal teams.
● Investigate and troubleshoot complex customer issues while being responsible for following up, providing resolution, and verifying customer satisfaction.
● Support customers via Online chat, service calls, and meetings.
● Continue to build and improve upon the existing Technical Support processes and help advance Tier 2 support’s impact on the organization.
● Maintain and update our internal Knowledge Base, a repository of informative articles about our product and best practices.
● Act as a liaison for Customer Success, Product, and Development teams to manage the resolution of technical issues and help shape our product roadmap.
● At least 2 years of experience in supporting B2B customers as a tier 1/2 support specialist, preferably from Saas companies.
● Customer-centric mindset - you need to love to work with people and help them solve their issues.
● Excellent English communication skills, both written and verbal - a must.
● Experience working with customer service tools such as Intercom, Zendsk, etc.
● Experience in integrating with other products and troubleshooting API and product connectors.
● Knowledge in ALM and/or QMS - an advantage.
● Ability to work well under pressure while maintaining a positive attitude.