To apply: https://www.nbn.org.il/jobboard/job/senior-technical-support-manager/
Overview
We are leading innovation and disrupting the US digital automotive space. We are replacing data silos with a fully connected and automated data platform (CDXP) that gives control and transparency over the whole customer journey! Our products are constantly evolving to provide smart data-driven solutions to the exciting new challenges raised by a fast-moving industry.
We are a growing global team of over 100 people based out of Israel and the US. Our team is made of fun, smart and goals-driven individuals who work in a highly collaborative way. We truly believe in each one’s ability to make a significant impact in any position and strongly encourage internal growth opportunities.
We are looking for a talented Senior Technical Support Specialist to join our Technical Support Team. As the only Technical Support based out of Israel, you will play a key role in bridging between the R&D processes (based in Israel) and the rest of the Technical Support team based in the US.
In this role, you will be tasked with the overall support workflow from implementation to opening and solving support tickets. You will act as the technical focal point for customers, investigating and analyzing complex technical difficulties and providing innovative solutions to solve these.
Using your unique position as a connecting thread between R&D and the Support team, you will play a key role in identifying breakdowns in communication between the teams and to come up with processes and solutions.
The ideal candidate demonstrates high levels of ownership, accountability, and exceptional communication and technical skills.
You will be reporting to our Senior Technical Support Manager (based in the US).
RESPONSIBILITIES
- Ensure a timely and quality resolutions of our customers’ open issues
- Act as the bridge between the Support team based in the US and and R&D team based in Israel
- Identify recurring issues and process gaps that impact the customer service quality and proactively suggest and implement solutions
- Collaborate with the R&D management to create workflows that improve the resolution communication flows between the teams
- Investigate technical issues and participate in building the skills and knowledge of the support team
- Examine, analyze, troubleshoot technical issues using our ticket systems, emails, and other available resources
- Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members
REQUIREMENTS
- 3-5 years experience in a technical support role for a SaaS company
- Excellent English verbal and written communication skills
- Strong troubleshooting experience in web products and environments
- Demonstrated ability to collaborate with different interfaces (R&D, Customer success) in order to define and implement optimization processes
- Proven experience in a role that requires high levels of ownership and problem-solving skills
- Experience working in a global distributed team – strong advantage
- Experience interfacing with different stakeholders and adapt to different audiences
- Experience in SEO/SEM (e.g., Google Ad words, Facebook, Bing) – strong advantage
- Experience with HTML / CSS – strong advantage
- Experience working with CRMs and task management tools.
- Experience working with modern SaaS tools (G Suite, Slack, Zendesk, etc.).
- Ability to multitask, prioritize and work under pressure
- You hold yourself accountable in closing loops and following up and through
- Naturally curious and excited to learn new technologies.
- Service-oriented approach with strong client-focused skills, able to process and explain technical information on various levels
WHAT WE OFFER
- Learning and growth opportunities within a fast-paced tech startup environment
- An awesome team of forward-thinking, innovative go-getters
- A great office space with a fully stocked kitchen
- A family-friendly atmosphere
- Clear career advancement path for strong performers
