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