Technical Customer Service Representative - Tier 1 & 2 [Mon-Fri | 09:00-17:00 ET]

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 Glassix 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 company’s Global Support Services

• Has 2-3 years or more experience working as a Technical Support Representative (Tier1 & 2) - (required)
• Strong computer skills with an emphasis on software, browsers & networking (required)
• Technical experience with APIs, MSSQL, MongoDB, JavaScript, HTML, Azure/AWS, and Postman (advantage)
• Experience working in a Cloud, SaaS technology provider (advantage)
• Extraordinary troubleshooting abilities and passion to dive into complicated technical problems in real production environments
• Excellent oral and written communication skills with a passion for working with customers
• Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects
• Ability to work with globally dispersed, cross-cultural customers and 3rd parties
• Solid command of the Hebrew and English languages (written and spoken)