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Tuesday, March 8, 2011

Customer Support Engineer – Rehovot/Nes-Ziona

Responsibilities

  • Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.
  • Moderating the company's customer support forum
  • Updating self-help documents so customers/employees can try to fix problems themselves
  • Logging and keeping records of customer/employee queries
  • Identify and correct or advise, on operational issues in client website or company systems.
  • Working with customers/partners to identify service problems and advising on the solution
  • Analyzing service information to spot common trends and underlying problems

Requirements:
  • 3 years as a technical customer support representative/engineer
  • Ability to build a web 2.0 support practice from the ground up (self help capabilities, forums etc.)
  • Experience with website hosting/security/performance and DNS management
  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
  • Fluent spoken and written English
  • Self motivated, detail-oriented and organized.

Prefer the following experience:
  • Experience working at a SaaS company preferably a B2C or B2B (SMB – small customers)
  • Provided "Web2.0 technical support" (over mail, chat, phone with automated and advanced customer support tools)
  • The ability to write very good documentation in English(FAQ, How to's, technical notes)
  • Experience with a 24*7 lean support operations (using external answering services or off-shored resources)
Resume and cover letter to Beth@bethk.biz

1 comment:

Arvin Diaz said...

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