לוח משרות דרושים תמיכה טכנית - תוכנה

דרוש נציג תמיכה טכנית בתוכנת החברה לליווי לקוחות החברה בעת השימוש במוצרי החברה.
העובד.ת יהיה אחראי.ת לדאוג לשביעות הרצון של הלקוחות, תוך כדי מתן הנחיות ועידוד השימוש שלהם במערכות השונות. כמו כן יהיה אחראי.ת על הקשר עם לקוחות באופן שמאפשר להם להשיג את יעדיהן.
התפקיד כולל בעיקר מתן פתרונות טכנים על סמך ידע מקצועי ללקוחות החברה וניתוב תקלות למתכנתים. בנוסף התפקיד כולל בדיקות איכות לפיתוחים השונים במערכת.
מיקום: רמת גן (מתחם הבורסה)
סביבת העבודה היינה דינמית ונוחה.

A Tel Aviv based FinTech startup that provides the worlds leading 360 financial solution for small businesses.
platform enables every small business to:
Accept payments online & in person.
Pay vendors easily and automatically.
Access real time funding & Credit as needed.
Access full invoicing and bookkeeping solution.
Use multiple pre-integrated 3rd party services.
Were targeting one of the largest markets in the world. Small businesses represent 99% of the worlds businesses and 60% of the global GDP and yet, they are the most overlooked and underserved segment in the economy. leveling the playing field and helps these entrepreneurs succeed by taking all the hassle and headache off their plate and giving them the tools to focus on their core activity. We believe you should Let The Baker Bake!
Whats unique about ?
Weve entered our rapid growth and expansion stage and are planned to grow from 50 to 200+ employees over the next year. This is your opportunity to join a rapidly growing company, have an immediate impact on the product and the companys evolution.
We are currently processing billions in volume for 80,000+ businesses and were just getting started. If you are talented, humble and ambitious now is the best time to join a rapidly scaling rocket ship where you can make an impact and be a significant part of our journey.

About the opportunity:
We are looking for a Customer Support Team Leader to join our growing and evolving team. The Support Team leader combines management skills with a technical approach to enable us to deliver the highest level of support to our users.
As a Team Leader, you will actively assist with troubleshooting technical support issues to your team and with the transfer of knowledge about our process according to our SLA.
You will be the main part of our support channel and constitutionally build our customers trust in our product and increase their loyalty.
Guiding the team members through daily tasks, handling the tasks that require more responsibility, supervising the work is being done according to the guidelines, strengthening team members capabilities to improve the overall support experience.

What you will be doing:
Taking full ownership of all Customer Support assignments and responsibilities.
Developing Methodologies, building workflows and defining all support operations.
Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
Building, training and guiding the local support team.
Create skill ownerships and help all team members develop and grow.
Own the support queue and stand up to our SLAs.
Create and maintain processes with our R&D and Product team.
Oversee performance and team KPIs.
Ability to work with stakeholders from various teams.
Building a bridge and voice of the Support agents to the management.
Review and oversee all assigned customer support activities.
Assisting team members solving issues and escalation as needed.
Handling tasks that require more responsibility.
Oversee the day-to-day operations of the Support Team.
Act as a senior agent who will drive customer satisfaction through customer support.
Provide direct supervision of the technical support staff which may include: Evaluations, and disciplinary actions.
Be the point of contact when it comes to technical escalations.
Record and track team SLAs and workflows.