Support Specialist Engineer

2 weeks ago

Israel Qmarkets Full time ₪40,000 - ₪60,000 per year

Qmarkets is recruiting a full-time Support Specialist to join our global support team.

Location: Israel

Working Days: 5 days a week. Mainly Sun – Thu (2 Fridays per month, 09:00-16:00)

What will you do:

  • The support team owns a ticketing system that manages all customers' tickets re our product, including bugs and queries.

  • Respond within SLA to support tickets generated by our customers' main POCs.

  • Research, troubleshoot and diagnose the reported ticket, and identify the issue urgency and type.
  • If possible, provide solutions to resolve basic and complex technical issues.
  • Where needed, follow company procedures for proper escalation of unresolved issues to the appropriate internal teams (R&D, professional services, Devops, customer success, product etc.)
  • Follow up and ensure proper recording and closure of all tickets.

  • Provide prompt and accurate feedback to both customers and internal stakeholders.

  • Create and maintain the knowledge base (articles, videos, interactive help pop ups etc.) with English content creation.

  • Supporting various new customers' onboarding IT tasks like SSO setup and Users' provisioning.

Job Requirements:

  • Proven working experience in enterprise technical positions.
  • Excellent English (both written and spoken)
  • Strong communication skills and customer service orientation.
  • Excellent troubleshooting and problem-solving skills.
  • Works independently and as a team player.
  • Ability for multi-tasking and working under pressure.
  • Self-motivated, with a sense of urgency and efficiency and a strong work ethic

Willingness to work long hours (when needed).

Advantages:

Understanding of PHP, SQL

Additional spoken language other than English (Priority to French or German)

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