Investigating and troubleshooting of complex customers issues, while being responsible to follow up, provide resolution and verify customer satisfaction.
Communicating customer issues and requests to product management and R&D.
Resolve problems independently and understand the correct escalation procedures.
Provide reliable technical assistance with complex and advanced product issues, to internal and external customers while serving as a technical lead focal point.
Support customers with integration, SDK, Coding related issues.
Follow up with customers and internal teams for issue resolution, Manage bug workflows and work in close contact with related R&D teams.
Maintain and manage our internal Knowledge Base
Assist T1 while acting as a mentor training focal point to the team.
Develop tools to improve efficiency of the support team (i.e. Support App)
Requirements:
Minimum of 2 years experience in Tier 2 Technical Support.
Ability to communicate effectively with customers via email or phone - MUST
High quality individuals with computer software experience.
Advanced analytical thinking and problem-solving skills
Experience in advanced usage of Excel
Excellent customer service skills
Self-managed and team-oriented.
Able to handle and escalate issues as needed
Experience in SQL, REST, SOAP, XML, API Integration
Experience with nodes.js, Python, Java, PHP
Experience working in SaaS company.
Location: Hod-Hasharon.