דרושים » שירות לקוחות » Technical Account Manager

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.

We are seeking a skilled and hands-on Senior Technical Account Manager
The ideal candidate will have a proven track record working with enterprise customers with mission critical environments, ability to lead complex technical discussions and own customer relationships.
As a Senior Technical Account Manager, you will be at the forefront of our commitment to delivering unparalleled service to our top-tier customers in the EMEA region.
This role is pivotal in understanding our customers' business goals and priorities, proactively assisting them in achieving desired outcomes, and ensuring the efficient adoption of our products.
If you thrive in a dynamic environment, excel at technical problem-solving, and are passionate about building lasting customer relationships, we invite you to be an integral part of our dedicated team.
What You'll Do:
Establish and nurture relationships with top-tier EMEA customers' decision-makers
Provide timely recommendations and proactive assistance to achieve customer outcomes
Serve as a guide, ensuring customers maximize the value of our products and services
Cultivate Trusted Advisor relationships, offering insights and strategic guidance
Ensure proactive communication during service disruptions, maintaining transparency.
Advocate for customers during high-severity cases, fostering long-term partnerships
Collaborate with Engineering and Product teams to address customer needs and drive improvements.

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.

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

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

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.

We are looking for a ServiceOps Engineer.
What You'll Do:
Communicate with a customer in e-mails, JIRA items, and conference calls.
Provide Tier 3/4 services for internal and external entities, provide high level of support to meet the customer SLA, and minimize escalations to R&D.
Interface with various Departments, R&D and Customer Support groups to address product issues in complex environments.
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams.
Prioritize, monitor, and be responsible for the progress of all problems reported.
Manage critical escalations during on and off hours.

Our Customer Experience team is looking for an experienced & driven Technical Project Manager. This position will be reporting to the VP of Customer Experience.



What Youll Do



Specifying and building tools to improve the speed, quality, and efficiency of Customer Experience.
Assisting with the documentation, mapping and constant improvement of procedures.
Analyzing workflows and making suggestions to improve efficiency and effectiveness.
Developing and maintaining standard operating procedures for common situations and maintaining all CX platforms - Onelogin, Zendesk, Talkdesk, Klaus, Magento, Slack and other tools.
Preparing performance reports by collecting and analyzing data to help discover new business opportunities.
Taking action regarding responses and reporting to the organizations leadership.
Identifying and acting to remove obstacles to delivering consistently high levels of service for all global Support Sites.
Working closely with leadership to help the Customer Experience team to deliver on their components of overall company goals and objectives.
Defining and improving Customer Experience workflows.

We are looking for an experienced Head of Customer Experience to join us!

This is a full-time and onsite (hybrid-remote) role at our Tel Aviv office.
We seek a highly motivated and experienced Head of Customer Experience to join our dynamic team. In this role, As the Head of Customer Experience, you will be responsible for leading and shaping our company's customer experience strategy to ensure the highest level of satisfaction and loyalty among our customers. You will lead a team dedicated to delivering exceptional customer service across all touchpoints, driving continuous improvement initiatives, and championing the voice of the customer throughout the organization.

The ideal candidate has to be a people person - a relationship wizard with analytical skills. The ideal candidate will work closely with cross-functional teams, including Sales, Product, and Support, to align customer goals with our company objectives.

Key Responsibilities:

Develop and execute a comprehensive customer experience strategy aligning with the company's goals and objectives.
Lead and mentor a team of customer experience professionals, providing guidance, support, and development opportunities.
Define and implement best practices for customer service delivery, including processes, systems, and performance metrics.
Collaborate cross-functionally with marketing, product development, and operations departments to drive customer-centric initiatives and improvements.
Monitor and analyze customer feedback, satisfaction metrics, and market trends to identify areas for improvement and innovation.
Champion the voice of the customer within the organization, advocating for their needs and preferences in decision-making processes.
Establish and maintain strong relationships with key stakeholders, including executive leadership, to gain buy-in and support for customer experience initiatives.
Drive a culture of customer-centricity and continuous improvement throughout the organization, fostering a mindset of empathy and accountability.
Manage a group of ~40 employees.