We are seeking a highly skilled and motivated Tier 2 Team Lead to join us and build our Tier 2 Support Team.
Tier 2 is our highest tier of support, working closely with our R&D and product teams. This is a unique opportunity as the team needs to be built almost from scratch (there is currently only one support engineer in the team).
As the Tier 2 Team Lead, you will play a vital role in assisting customers in resolving technical issues, answering their inquiries, supporting clients onboarding process and providing guidance on product functionality.
You will be responsible for not only building and hiring a team of talented Tier 2 Support Engineers but also developing and implementing internal processes and workflows to ensure the seamless delivery of support services.
In addition, you will collaborate closely with cross-functional teams, including product, engineering, and customer success, to establish and optimize work processes and drive customer satisfaction.
This role offers a unique opportunity to shape the direction of our support operations and make a significant impact on the success of our company. Until the team will be expanded in the next few months, you will be required to do hands-on work and work on tickets as well. If you have a strong technical background, you enjoy building teams and processes from scratch and helping customers and work in a fast-paced startup environment, this is an exciting opportunity for you!
Responsibilities:
1. Team Leadership:
Hiring talented Tier 2 support engineers based on hiring plan and build an onboarding process for new hires
Provide leadership, professional guidance, and mentorship to a team of Tier 2 support engineers
Foster a collaborative and supportive team environment that encourages knowledge sharing and professional development.
Set clear goals, KPIs and expectations for team members and provide regular feedback on performance.
2. Technical Expertise:
Serve as a subject matter expert on anything related to the product and implementation best practices.
Assist support engineers in resolving complex technical issues and escalations.
3. Client Support:
Act as the primary point of contact for Tier 2 escalations from external or internal clients, ensuring timely and effective resolution of issues.
Responsible for proactive communication with clients in relevant scenarios
Gather feedback on service delivery.
4. Processes and Workflows:
As the team is built from scratch, streamline processes and workflows will need to be defined and continuously optimized, to enhance the efficiency of Tier 2 operations.
Work closely with cross-functional teams to implement improvements and best practices.
Monitor key performance indicators (KPIs) to track the effectiveness of support operations and drive continuous improvement initiatives.

We are a leading cybersecurity company dedicated to providing innovative solutions to cyber threats and protecting our customers critical assets. Our cutting-edge technology and expert team offer unparalleled intelligence and support, enabling organizations to stay ahead of cyber adversaries. We seek a highly motivated and skilled Technical Support Engineer (Tier 2) to join our Customer Success group. The ideal candidate would have experience in Technical Support, strong customer service abilities, and excellent communication skills in English. As a Technical Support Engineer, you will be responsible for providing advanced Technical Support to our customers worldwide, ensuring the smooth operation and optimal performance of our cybersecurity solutions.
Key Responsibilities:
* Review and prioritize the queue of open customer inquiries and support requests, and ensure they are handled accurately, effectively, and efficiently.
* Provide advanced Technical Support and troubleshooting for our solutions; Diagnose and resolve issues, while collaborating with R&D and CS teams.
* Document and communicate technical solutions and best practices to customers and internal teams.
* Assist in the creation and maintenance of knowledge base articles, FAQs, and technical documentation.

the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, transforming the hospitality industry with innovative solutions.

Today, has 15 offices and 700+ team members across the globe.

The For Hosts Lite Customer Experience Specialist's responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients trust.

This role will be expanding into a Shift Manager role within a few months following the necessary certification.

The perfect Customer Experience Shift Manager has a strong technical orientation and is eager to help, has very strong communication skills, and is not afraid of being creative and thinking outside the box.

Responsibilities
Responding to customer queries in a timely and accurate way, via email mostly but can also be via virtual meetings.
Providing step-by-step technical help, both written and verbal, with great attention to detail.
Troubleshooting customer issues, solving problems, and helping with queries about their account.
Managing and supervising remote team members by assigning tasks and reviewing their compliance with the shifts needs.
Work closely with the Operations and Management Teams to provide help in managing escalations, Support Specialists' schedules within their shifts, and meet the KPIs protocols.
Work closely with the Team Leader/s to continuously improve and support the department's goals and shift operations.

We seek a visionary and customer-focused Technical Customer Service Representative to join our team. In this role, you will engage with our global customers during the sale, post-sales process, onboarding, and the ongoing customers' lifecycle. This is an opportunity to join a Rocket Ship to take part in making the future of digital communication today, with a great opportunity to grow into Tier 3 support engineer position.

Working days/hours: Monday-Friday, 09:00 -17:00 Eastern Time (ET)

Responsibilities:

Own and manage issues and see problems throughout resolution
Research, diagnose, troubleshoot, and identify solutions to resolve issues, keeping a positive and can-do attitude
Work directly with Tier 3, R&D, QA, and Product Management on issues upon full resolutions
Be a focal point for the customers' needs and become a trusted advisor with them by deeply understanding their business and aligning their needs with our solutions
Ongoing assistance to customers with onboarding new accounts
Monitor customers' status and identify both areas of concern and growth opportunities
Be a part of building and expanding the companys Global Support Services

We are looking for a Tier III candidate that has excellent soft skills and willing to jump-in to assist team members and solve challenging customer issues. The Tier III support engineer will report into a Regional Manager or Regional Director.
Job Duties:
to continually expand knowledge of product to successfully solve challenging issues and mentor team members.
and troubleshoot issues between our application and customers ERP system including but not limited to implementation and configuration.
logs, configurations, and workflows to resolve issues.
workflows or SQL issues causing product failures.
with multiple teams to resolve issues within SLA and provide needed information to teams to resolve the issues.
knowledge base articles and educate/train team members on resolution and troubleshooting approaches.
resolution clearly and concisely verbally or written.
best workflow, implementation and utilization practices promoting customer success and product adoption.

We are looking for a team player, a quick learner who likes to think outside the box and is a motivated multi-tasker to join our team as a Customer Support Escalation Specialist.

Responsibilities:
Be the point of contact for escalated customers, including customers who have filed legal complaints or taken other external actions requiring extensive support.
Assist management in investigating, researching, and addressing escalated complaints.
Provide a thorough explanation of the situation, including recommended solutions.
Provide comprehensive information regarding the products and services offered by Papaya.
Work closely with other departments to solve our players' issues.

we are looking for a dedicated and empathetic Customer Support Specialist to join our team. As a Customer Support Specialist, you will be the first point of contact for our valued customers, providing excellent service and resolving their inquiries and issues.

Responsibilities:

Serve as the main point of contact for customers, addressing their inquiries, concerns, and technical issues.
Provide exceptional customer service and ensure a positive customer experience.
Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
Resolve customer issues by troubleshooting, diagnosing, and providing appropriate solutions.
Escalate complex or unresolved issues to the appropriate departments while maintaining ownership of the case.
Document and track customer interactions, issues, and resolutions in our CRM system.

we are looking for a Customer Support representative! Were a boutique tech company with a cutting edge product in the online marketing industry, trusted by global brands such as Fiverr , Elementor and Lemonade. Located in the heart of Tel-Aviv.

Job description
Full-time position in a SaaS company.
The position includes assisting with technical support and providing customers full training of our product. You will help customers plan and understand the best ways to utilize our service based on their business needs.

Our Support Team is looking for a Support Representative who is passionate about addressing and solving customer issues, to join us in our Tel Aviv headquarters. This is a great opportunity to join a growing Support Team in the FinTech industry.

If you are someone who thrives in a fresh, fun, and dynamic team environment, looking to grow in a long-term position - this could be the role for you!



What you will do:

Address and solve customer issues through email, Slack, and Skype

Cooperate with other online platform representatives

Help customers with API integration to our gateway

Build and maintain the transaction process

Identify and document bugs and features

Handle correspondence with merchants and various third parties

Manual QA of integrations with our partners