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3 ימים
חברה חסויה
Location: Tel Aviv-Yafo
Job Type: Full Time
Build Company's support team globally. Lead, mentor, and guide team members Establish the organizations support discipline and provide 24/7 support for our customers Define and maintain a high standard of quality delivered by the team Define processes and KPIs to achieve a high level of quality and customer satisfaction Build and maintain monitoring and analysis tools for the support team Be proactive and rapidly identify and resolve problems in the customers environment Build and maintain excellent work relationships with the company departments such as product development, product management, customer success, etc Monitor and rapidly evaluate the customer experience and strive for improvement Take ownership of the ticketing system and maintain including integrations Handle technical issues and escalations from customers **Please Apply your CV in WORD Document.
Requirements:
2+ years experience leading a global team of Support in a SAAS company. 5+ years of experience in providing technical support. Proven experience with global customer-facing roles. Strong troubleshooting and hands-on experience. Self-driven with a strong sense of ownership. Customer-focused orientation with passion for solving problems. Experience with building work procedures and processes. Experience with ticketing systems & monitoring tools such as SFDC, Jira, MongoDB, Datadog, Heap, etc. Excellent written and verbal communication skills.
Nice to have: Being referred by a Cider team member. Knowledge and experience of CI/CD concepts and source control management. Experience with cloud platforms, preferably AWS Experience with SCMs tools: GitHub, GitLab, BitBucket, etc Experience with CI tools: Jenkins, CircleCI, etc.
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