דרושים » מחשבים ורשתות » Customer Support Escalation Specialist

We are seeking a highly skilled and motivated Tier 2 Team Lead to join us and build our Tier 2 Support Team.
Tier 2 is our highest tier of support, working closely with our R&D and product teams. This is a unique opportunity as the team needs to be built almost from scratch (there is currently only one support engineer in the team).
As the Tier 2 Team Lead, you will play a vital role in assisting customers in resolving technical issues, answering their inquiries, supporting clients onboarding process and providing guidance on product functionality.
You will be responsible for not only building and hiring a team of talented Tier 2 Support Engineers but also developing and implementing internal processes and workflows to ensure the seamless delivery of support services.
In addition, you will collaborate closely with cross-functional teams, including product, engineering, and customer success, to establish and optimize work processes and drive customer satisfaction.
This role offers a unique opportunity to shape the direction of our support operations and make a significant impact on the success of our company. Until the team will be expanded in the next few months, you will be required to do hands-on work and work on tickets as well. If you have a strong technical background, you enjoy building teams and processes from scratch and helping customers and work in a fast-paced startup environment, this is an exciting opportunity for you!
Responsibilities:
1. Team Leadership:
Hiring talented Tier 2 support engineers based on hiring plan and build an onboarding process for new hires
Provide leadership, professional guidance, and mentorship to a team of Tier 2 support engineers
Foster a collaborative and supportive team environment that encourages knowledge sharing and professional development.
Set clear goals, KPIs and expectations for team members and provide regular feedback on performance.
2. Technical Expertise:
Serve as a subject matter expert on anything related to the product and implementation best practices.
Assist support engineers in resolving complex technical issues and escalations.
3. Client Support:
Act as the primary point of contact for Tier 2 escalations from external or internal clients, ensuring timely and effective resolution of issues.
Responsible for proactive communication with clients in relevant scenarios
Gather feedback on service delivery.
4. Processes and Workflows:
As the team is built from scratch, streamline processes and workflows will need to be defined and continuously optimized, to enhance the efficiency of Tier 2 operations.
Work closely with cross-functional teams to implement improvements and best practices.
Monitor key performance indicators (KPIs) to track the effectiveness of support operations and drive continuous improvement initiatives.

the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, transforming the hospitality industry with innovative solutions.

Today, has 15 offices and 700+ team members across the globe.

The For Hosts Lite Customer Experience Specialist's responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients trust.

This role will be expanding into a Shift Manager role within a few months following the necessary certification.

The perfect Customer Experience Shift Manager has a strong technical orientation and is eager to help, has very strong communication skills, and is not afraid of being creative and thinking outside the box.

Responsibilities
Responding to customer queries in a timely and accurate way, via email mostly but can also be via virtual meetings.
Providing step-by-step technical help, both written and verbal, with great attention to detail.
Troubleshooting customer issues, solving problems, and helping with queries about their account.
Managing and supervising remote team members by assigning tasks and reviewing their compliance with the shifts needs.
Work closely with the Operations and Management Teams to provide help in managing escalations, Support Specialists' schedules within their shifts, and meet the KPIs protocols.
Work closely with the Team Leader/s to continuously improve and support the department's goals and shift operations.

We are a leading cybersecurity company dedicated to providing innovative solutions to cyber threats and protecting our customers critical assets. Our cutting-edge technology and expert team offer unparalleled intelligence and support, enabling organizations to stay ahead of cyber adversaries. We seek a highly motivated and skilled Technical Support Engineer (Tier 2) to join our Customer Success group. The ideal candidate would have experience in Technical Support, strong customer service abilities, and excellent communication skills in English. As a Technical Support Engineer, you will be responsible for providing advanced Technical Support to our customers worldwide, ensuring the smooth operation and optimal performance of our cybersecurity solutions.
Key Responsibilities:
* Review and prioritize the queue of open customer inquiries and support requests, and ensure they are handled accurately, effectively, and efficiently.
* Provide advanced Technical Support and troubleshooting for our solutions; Diagnose and resolve issues, while collaborating with R&D and CS teams.
* Document and communicate technical solutions and best practices to customers and internal teams.
* Assist in the creation and maintenance of knowledge base articles, FAQs, and technical documentation.

We seek a visionary and customer-focused Technical Customer Service Representative to join our team. In this role, you will engage with our global customers during the sale, post-sales process, onboarding, and the ongoing customers' lifecycle. This is an opportunity to join a Rocket Ship to take part in making the future of digital communication today, with a great opportunity to grow into Tier 3 support engineer position.

Working days/hours: Monday-Friday, 09:00 -17:00 Eastern Time (ET)

Responsibilities:

Own and manage issues and see problems throughout resolution
Research, diagnose, troubleshoot, and identify solutions to resolve issues, keeping a positive and can-do attitude
Work directly with Tier 3, R&D, QA, and Product Management on issues upon full resolutions
Be a focal point for the customers' needs and become a trusted advisor with them by deeply understanding their business and aligning their needs with our solutions
Ongoing assistance to customers with onboarding new accounts
Monitor customers' status and identify both areas of concern and growth opportunities
Be a part of building and expanding the companys Global Support Services

We are looking for a Tier III candidate that has excellent soft skills and willing to jump-in to assist team members and solve challenging customer issues. The Tier III support engineer will report into a Regional Manager or Regional Director.
Job Duties:
to continually expand knowledge of product to successfully solve challenging issues and mentor team members.
and troubleshoot issues between our application and customers ERP system including but not limited to implementation and configuration.
logs, configurations, and workflows to resolve issues.
workflows or SQL issues causing product failures.
with multiple teams to resolve issues within SLA and provide needed information to teams to resolve the issues.
knowledge base articles and educate/train team members on resolution and troubleshooting approaches.
resolution clearly and concisely verbally or written.
best workflow, implementation and utilization practices promoting customer success and product adoption.

An our Technical Account Manager is a trusted advisor and cloud operations architect for our Enterprise Support customers. As a trusted advisor youll have a direct impact in helping our customers gain the most value from cloud technology. Youll craft and execute strategies to drive our customers adoption and use of our services. This includes a range of products including EC2, S3, DynamoDB & RDS databases, Lambda, CloudFront CDN, IoT and many more.
Our Technical Account Managers partner with some of the most iconic businesses in the country. These range from rising startups building their business from scratch through to large enterprises going through significant transformation. Youll provide advice on architecture, support strategy, project, and launch planning as well as ongoing operational issues.

Responsibilities include:
* Youll build solutions, provide technical guidance and advocate for the customer.
* Ensure our environments remain operationally healthy whilst reducing cost and complexity.
* Develop trusting relationships with customers, understanding their business needs and technical challenges.
* Using your technical acumen and customer obsession, youll drive technical discussions regarding incidents, trade-offs, and risk management.
* Consult with a range of partners from developers through to C-suite executives.
* Collaborate with our Solutions Architects, Business Developers, Professional Services Consultants, and Sales Account Managers.
* With a bias for action, you'll proactively find opportunities for customers to gain additional value from us.
* Provide detailed reviews of service disruptions, monthly & quarterly metrics, detailed pre-launch planning.
* Solve a variety of problems across different customers as they migrate their workloads to the cloud.
* Uplift customer capabilities by running workshops, brown bag sessions, etc.

We're looking for a passionate First Line Engineer to join our dynamic and international team.
You'll be the first point of contact for complex technical inquiries, collaborating with developers and professional services to deliver exceptional solutions to our customers. This is an exciting opportunity to make a real impact, directly influencing the success of our teams and products.
What You'll Do:
Triage and Resolve: Analyze and troubleshoot complex technical issues in multi-environment setups.
Consult and Guide: Work closely with developers and professional services teams to design and implement innovative solutions to complex technical challenges.

As a TAM, you will help craft and execute strategies to drive our customers adoption and use of our services - including EC2, S3, DynamoDB & RDS databases, Lambda, CloudFront CDN, IoT, and many more. Your technical acumen and customer-facing skills will enable you to effectively represent us within a customers environment, and drive discussions with senior leadership regarding incidents, trade-offs, support, and risk management.
You will provide advocacy and strategic technical guidance to help plan and build solutions using best practices, and proactively keep your customers our environments operationally healthy. The close relationships developed with your customers will allow you to understand their business/operational needs and technical challenges, and help them achieve the greatest value from us. This position will require the ability to travel 10% or more as needed.

As a Security and Compliance Solutions Architect, youll build technical relationships with customers of all sizes and operate as their trusted advisor, ensuring they get the most out of the cloud at every stage of their journey.

Youll manage the overall technical security relationship between us and our customers, making recommendations on security, compliance, cost, performance, reliability, and operational efficiency to accelerate their challenging projects.

Internally, you will be the voice of the customer, sharing their needs and wants to inform the roadmap of our security services and features.

As a Security Specialist Solutions Architect (SA), you will help customers select the technologies that will support their business requirements. Part of the Specialist Solutions Architecture team, you will work closely with the other Specialist SAs on Big Data, Databases, Analytics, Artificial Intelligence, or Modern Applications Development, as well as the Business Development teams, to enable large-scale customer use cases and drive the adoption of us for their platforms. You will interact with other SAs, providing guidance on their customer engagements by developing white papers, blogs, reference implementations, and presentations to enable customers and 3rd parties to fully leverage the company`s platform. You will also create field enablement materials for the broader SA population, to help them understand how to integrate our solutions into customer architectures.