דרושים » מחשבים ורשתות » Customer Support Agent

We are looking to fill a vital role in our Customer Support Engineering team that is pivotal to the success of our customers' accessibility efforts. As part of the team, you will work directly with customers, solving complex technical issues in our own products and related technologies. You will manage cases, reproduce issues, file bugs, devise and implement workarounds, monitor self-service support channels, and create and improve knowledge content. This is a chance to have a real impact, by working closely with Sales, Engineering, Product teams, partners and more to improve our products and ensure the success of our customers.
You will be joining a team of highly professional and innovative support, solution engineers and technical account managers that are driven by passion for the domain and the mission of the company.
Your Impact:
Provide expert technical support to our enterprise customers, resolving complex issues and ensuring seamless implementation of our accessibility tools via tickets and occasional meetings.
Educate and empower customers by creating code/framework examples and documentation.
Collaborate with engineering and product teams to escalate bugs and customer-requested feature enhancements.
Contribute to internal knowledge bases and processes, streamlining support workflows and enhancing team efficiency.
Manage a personal queue of support tickets, prioritizing issues based on urgency and business impact.

As the Technical Support L2 Engineer, based in Tel Aviv, you will have the unique opportunity to build and scale our L2 support function from the ground up and be a part of the Blockchain security future . Reporting to the Head of Customer Support, you will help our customers with their most pressing issues, protecting end-users from being scammed, creating real impact.

This role is meant for a true builder. As the first hire, youll be a major player in building the support process for cutting edge new Blockchain security products, becoming subject matter expert and trusted advisor for our customers, engaging directly with our engineering and product team, and learning our product directly from them.

Your Chain of Impact:
Provide expert-level technical support for our applications, diagnosing and resolving complex issues with aggressive resolution times.
Analyze sophisticated problems related to system performance, configuration issues, API integrations, Web3 security threats, and blockchain-related incidents.
Monitor system performance metrics, API health, and security incident alerts.
Serve as the primary point of contact for escalated customer issues, maintaining clear communication with stakeholders.
Coordinate with Engineering, Product Management, and Field Services teams to resolve complex technical challenges.
Identify opportunities for the support team to take on additional responsibilities and develop subject matter expertise.
Create and maintain comprehensive playbooks, troubleshooting guides, and internal documentation.
Develop tools and automation to improve support efficiency and reduce resolution time.
Maintain strict compliance with security policies and procedures, particularly when handling sensitive customer data.

Required Global IT Support specialist
The opportunity
This role is crucial for keeping the company's technological infrastructure running smoothly. You'll be part of the IT team, collaborating with colleagues to ensure everyone has the digital tools they need. This involves quickly learning the systems, resolving user issues efficiently, and providing excellent customer service to internal clients (your fellow employees). Moving beyond troubleshooting, this could involve taking initiative on IT projects, automating tasks, or even specializing in a particular area like network security. You'll be a problem-solver, keeping everyone productive with seamless technology. Your work ensures smooth operations and helps the team achieve their goals. In essence, becoming an IT specialist offers a chance to develop sought-after skills, make a real impact, and continuously solve problems all while working as part of a supportive team!
What you'll be doing
Provide technical support for both macOS and Windows computers.
Work according to SLAs and company IT policies.
Manage your own ticket queue in our ticketing system.
Maintain and update our knowledge base and internal IT resources.
Deliver excellent customer support to employees worldwide.

As a Community Associate, youll be the primary point of contact for the Community and act as the face ! You will report to your building each day to support the Community Management team to achieve the following:
Build a welcoming and collaborative community environment amongst our members through events and building relationships between members!
Ensure that your building is fully operational and processes are running efficiently.
Drive growth and promotion of WeWork-provided service offerings.
Take direction from the Community Lead and the Community Manager to support the Community Team and members as necessary.
All of this while illustrating core values and working towards achieving our mission.

In this role, your responsibilities will Include, but wont be limited to:
Front Desk Management:
- Cover the front desk during the buildings set business hours and be an on-site point of contact, easily located on the member floor or at Community Bar.
- Greet members and guests with a warm and welcoming demeanor.
- Ensure all visiting guests are in accordance with guest policy by ensuring all guests properly sign-in via Welkio iPad.
- Learn the names of members and guests with the goal of building relationships in order to facilitate the sense of Community is known for.
- Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience.
- Ensure building Specific forms are up to date including pet forms, filming requests, bike room requests, etc.
- Keep the front desk clean and organized.
- Notify members of any food deliveries and couriers.
- Answer any questions from members and guests related to the building including way-finding, policies and procedures, community etiquette, etc.

As a Professional Services Subject Matter Expert, part of the SMEs team in our Tel Aviv office, youll play a vital role in ensuring high-quality support and contributing to business success by connecting with multiple stakeholders across our company globally. You will be an essential pivotal engineer within the advertiser professional services tech solutions group, leading at least one area of expertise as the highest level of technical escalation and management, owning it end-to-end.
You will juggle between:
Complex technical case investigations.
Consultation and mentoring to lower levels of support.
Bug reporting, tracking & prioritizing.
Knowledge creation, retention and training including via AI and automations.
Operational data analysis.
Ad-hoc activities and projects with our Product and Business stakeholders.
Long-term relationships.
You will collaborate with multiple stakeholders within the professional services group as well as the engineering group, and our business teams.
How youll make an impact:
Perform in-depth troubleshooting of the most complex support issues in your SME area/s, requiring expert understanding of our company features and architecture.
Be an escalation point for burning issues within and outside your primary SME area/s.
Provide assistance and consultation to lower level support teams, as well as other groups that see you as the go-to-person.
Analyze operational aspects of your SME area/s and share actionable insights with top management. Preferably use AI for faster and higher quality results.
Create and provide training and knowledge material new feature introduction, troubleshooting methodologies and tools, technical summaries, courses and quizzes creation. Preferably use AI for faster and higher quality results.
Interact with our NPI (new product introduction) Specialist for logistical aspects related to new features.
Perform periodic meetings with Product and R&D regarding issue prioritization, new features and supportability requirements.
Cooperate and coordinate with additional groups within professional services, support, sales, account management and more.
Identify and work to close gaps of knowledge, work methodologies, supportability, processes and opportunities for automation.
Manage ad-hoc strategic activities and projects related to your area of expertise, outside of technical case handling or content creation.

As part of the role you will have the opportunity to:
Proactively manage a portfolio of customers to deliver consistent value across the entire lifecycle, driving adoption and growth
Manage the onboarding of new customers and translate the customers Desired Outcomes into an implementation plan that will provide value in a timely fashion
Be the product expert and trusted advisor that your customers can go to for guidance on maximizing value platform
Train customers to use products effectively
Make sure all customer issues and requests are handled in a timely manner while working in collaboration with all relevant teams (Product, R&D, Sales and Marketing)
Maintain high levels of customer engagement, including regular account reviews and performance planning
Build strong relationships with stakeholders and drive customer advocacy through case studies, referrals, and references
Actively communicate internally to address customer needs and challenges

Were looking for a talented IT Support Specialist to join our growing IT team and support IT activities, provide services to employees and be involved in planning and implementing IT projects.
Responsibilities:
Act as the primary contact for IT-related inquiries and resolve technical support requests through in-person interactions, email, and ticketing systems.
Diagnose and resolve complex hardware, software, multimedia, network, and security issues with advanced troubleshooting.
Fully support, configure, maintain, and optimize end-user equipment and IT infrastructure, including systems and networks.
Oversee IT aspects of employee onboarding/offboarding, utilize automation to streamline processes, and manage devices across sites using MDM for synchronization and security.
Identify urgent technical issues, escalate as necessary, and collaborate with technical teams to ensure effective IT operations.
Provide clear guidance, training, and support, acting as an internal tech consultant to enhance user experience.
Implement and maintain IT best practices by evaluating and adopting new technologies to enhance process improvements and IT capabilities.

Were looking for a highly motivated Project Manager who is passionate about innovating on behalf of our internal customers. This individual will play a critical role in defining and executing projects related to tools, processes, and data. The ideal candidate will work closely with support leadership and other departments within the company to understand the evolving needs of our global support organization. Additionally, this role will ensure the proper utilization of provided solutions through rigorous quality assurance processes.
This is your opportunity to get on the rocket ship and join a company that is building a cutting-edge enterprise network and security cloud platform, and is on a fast track to becoming the worldwide market leader dont miss it!

Responsibilities:
Define, plan, and execute projects focused on enhancing tools, processes, automations, data, and reporting.
Collaborate with cross-functional teams to understand needs, gather requirements, and deliver on objectives to ensure alignment and integration of projects.
Work with software engineers and documentation specialists within the team to deliver tasks and projects.
Monitor project progress and make necessary adjustments to ensure timely and successful completion.
Implement quality assurance processes to ensure solutions are effectively utilized by the support teams.
Conduct regular reviews and audits to identify areas of improvement and ensure adherence to best practices.
Develop and maintain reporting frameworks to track key performance indicators and operational metrics.

Required Technical Support
As a Technical Support you will:
Handle customer requests professionally, maintaining SLAs and high satisfaction rates
Own complex cases and escalate effectively across internal teams (R&D, Product, SecOps, etc.)
Troubleshoot technical issues, conduct root cause analysis (RCA), and deliver resolutions
Collaborate cross-functionally with Engineering, DevOps, SecOps, FinOps, SMB, SE, Product, FieldOps, Finance, CompOps, Network, and Risk
Communicate clearly and empathetically with customers via HubSpot, phone, and email
Verify functionality in Sandbox and Production environments to support accurate issue resolution
Document solutions, best practices, and contribute to the internal knowledge base
Support and guide Tier 1 agents, acting as their escalation point
Assist with the onboarding and training of new Tier 1 agents.