we are a leading global fintech company that powers white-labeled embedded lending solutions for leading banks, lenders and merchants, including Mastercard, Citizens Bank, FIS, Finastra, IKEA and others worldwide.
We're growing quickly worldwide in Israel, the US and Europe, and operate in over 12 countries.
We are looking for a Customer SW Support Tier 2 to join our global team of professionals and ensure our clients continue to receive exceptional service.
Responsibilities
Effectively handle customers inquiries in different channels including Phone, emails , Chats , and dedicated support system.
Address advance tech tickets that were escalated from our Tier1 team
Provide Technical and timely responses include proactive updates during all phases of case lifecycle.
Product/Service Expertise: A deep understanding of the companys product or service to assist customers with more complex issues.
Troubleshooting Skills: Ability to analyze and diagnose technical problems and provide effective solutions.
Software Proficiency: Familiarity with support software, CRM tools, ticketing systems (e.g., Zendesk), and basic tech tools (e.g., email, chat systems).
Work process and Escalation Protocols: Work based on processes and Protocols, escalate an issue to higher levels when needed.
Communicate effectively with other departments to maintain customer satisfaction.
**Part-time position, offers flexible hours/shift
Requirements: Student - Currently enrolled as a second or third-year at a recognized academic institution , pursuing a degree in an exact science field (e.g., Computer Science, Mathematics, or Engineering), with at least one full year remaining until graduation - Must.
Availability for a hybrid, 3 days a week, shift-based role, including on-site shifts at the Modiin office, as well as evening shifts - Must.
Service oriented, passionate about providing exceptional professional service to our customers
Self quick learner, analytical skills, experience in working in a goal oriented environment.
Team player, positive communication and attitude.
Proven customer support experience - Advantage.
Knowledge in ZenDesk, SQL, monitoring systems - Advantage
Native or excellent command of written and spoken English level.
Availability to work on weekends.
This position is open to all candidates.