Customer support Manager

Tel Aviv · Full-time · Senior

Responsibilities

  • Respond to customers in a prompt and professional manner, via email, chat and phone to maintain high levels of customer satisfaction
  • Expertly troubleshoot, vet and resolve tickets/issues reported by users and staff, reporting bugs to the Engineering team
  • Explore and test our product to get familiar with different features, and develop a keen, comprehensive knowledge
  • Build and sustain productive relationships with internal stakeholders and collaborate to continually refine the customer experience
  • You’ll look at data and trends alongside your team and work out ways to improve both our product and internal processes and tools
  • Monitor reported issues and own them all the way from initial troubleshooting and communication to final closure with affected users
  • Assist in documenting troubleshooting procedures for technically complex features or bugs
  • Collaborate with cross-functional team to implement and launch operational tools


Requirements

    2+ years of proven experience in Customer Support/Technical Support in B2B SaaS companiesTechnical troubleshooting skills (a knack for investigating unexpected technical issues and determining the cause)Technical knowledge related to support ticketing systems, and monitoring tools (Zendeask, Kiybana, [logs.io](http://logs.io) etc).Knowledge of video technologies/production - highly regardedStrong written communication skills with a focus on clarity and empathyExcellent collaboration and problem-solving skillsCan-do approach, service-minded mentalityDrive to work autonomously and proactively


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