As a customer support engineer at Windward youll be working with multiple and different B2B and B2G customers in the Insurance, commercial, governmental sectors and supply chain . Your main responsibilities will be to maintain customers SLA, investigate and resolve technical issues and achieve high customer satisfaction. Youll be doing that by promoting customer requests and analyzing and personalizing the companys solutions to the customer needs.
Responsibilities:
Investigate complicated customer complaints up to root cause solutions.
Escalate, investigate, and resolve Tier 1\2 level customer queries.
Act as a consultant and offers solutions for customers problems
Track and manage your work record until resolution
Work with all R&D groups, CSM and product management
Build and maintain support tools and knowledge base
Training & Project management skills capabilities
Requirements: At least 3 years of experience in customer\technical support in SaaS companies
Experience working with product and R&D teams
Experience working with Customer supporting systems such as SalesForce, FreshDesk and JIRA
Ability to prioritize tasks based on urgency and importance
Ability to multitask, prioritize and manage time effectively
Data analysis good technical understanding and experience with Data analysis and investigation tools, REST API, GraphQL, SQL, Postgres and Mongo.
Understanding/Experiences in scripting languages: Java, Python, JavaScript and TypeScript
Critical thinker and problem-solving skills, motivation to learn new skills and technologies, good time-management skills
Availability to work on Friday a few times per month
Fluent written and spoken English, Hebrew, additional languages an advantage
This position is open to all candidates.