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.
