Job Description: The Customer Support Specialist provides the first line of support for our existing and potential clients. This position has frequent email interaction with our clients and requires the development of in-depth technical product and Excel knowledge as well as the highest level of customer service skills. On a daily basis, accurately creates and maintains tickets, resolves tickets and works with Technical Support Manager to resolve issues and escalate tickets to other teams, as necessary. It is critical that the Customer Support Specialist maintain accurate records of all activities and interactions in the CRM and respond to clients within identified service level agreements. The Customer Support Specialist will inform management of critical issues regarding performance, client perception, and ticket statuses, and works closely with colleagues to ensure consistent, high quality service.
Job Responsibilities: · Support line for the company’s customers based in the Americas. · Total of 5 shifts between either o Hours of Shift #1 10:00 - 19:00 OR o Hours of Shift #2 15:00 - 00:00 o Shift occur from Sunday to Friday · Provide a fantastic customer service experience for every client who contacts Feedvisor support for assistance. · Respond customer queries by phone and mail. · Answer and deliver industry knowledge from inbound inquiries about our solution · Troubleshoot Application Issues · Escalate Problems to R&D, Product Manager, Sales etc'
Job Requirements: · Must - Native English – (no Hebrew is necessary). · Strong communication skills (written and oral) · Proficiency in Excel - an advantage · Willing to work out of hours as required to fulfill the responsibilities · Service orientation · Team player · A self-starter and quick learner comfortable in a fast paced environment where priorities change constantly · Ability to convey technical information in an easy to understand way · Positive attitude, always willing to put the customers' needs first Please send CV in English