Customer Support Specialist

2 weeks ago

Tel Aviv, Tel Aviv, Israel LayerX Security Full time ₪60,000 - ₪120,000 per year

LayerX is seeking an experienced
Tier-1 customer support specialist
to join our team. This role will combine supporting our customer needs via support tickets as well as customer reporting & analysis. This unique combination will provide growth opportunities as well as significant room for impact.

This role will include shifts in US Hours, Monday- Friday (not flexible), ideal for 4th year students
LayerX Security:

LayerX's user-first browser security platform turns any browser into the most protected & manageable workspace by providing real-time monitoring and governance over users' activities on the web. We protect the enterprise's applications, data, and devices from web-borne risks with near-zero impact on user experience.

Our Values – What We Believe In:

  • Autonomy and Empowerment – Our engineers are responsible for delivering impact all the way from idea through to design, architecture, infrastructure, and delivery to production.
  • ⁠Openness and Transparency – There are no walls; we are all in this together.
  • No Fear – We welcome working in new domains and learning new technologies. There are no disciplines; we do what it takes to succeed
  • ⁠Excellence – Using the best technologies and writing reliable, scalable, and robust components.
  • Data Wins Arguments – We are data-driven and focused. Get the data and act on it
  • User Privacy – Protecting users and organizations is extremely important to us, and user privacy is a top priority as well.
  • ⁠Friendship and Fun – Teamwork is at the center of our methodology. We work as a team on problems and challenges, and fun is a big part of that as well

Responsibilities:

  • Provide initial technical response to customer malfunctions and inquiries to clients via email, chat, and other direct messaging platforms, ensuring swift and effective resolution of issues.
  • Diagnose and troubleshoot customer issues.
  • Escalate unresolved issues to higher-level support as necessary.
  • Collaborate with internal teams (Customer Success, R&D, Product, QA) to escalate and resolve complex technical challenges and ensure a high level of customer satisfaction.
  • Perform various data analysis and customer reporting on an ongoing basis.
  • Develop client-facing reports incorporating visual analysis elements such as graphs, charts and trends.
  • Document technical issues and solutions for knowledge sharing and improvement of processes.
  • Contribute to enhancing customer satisfaction by identifying recurring issues and suggesting process or product improvement.
  • Stay updated on company products, services, and policies to provide accurate information to customers.

Requirements:

  • Previous experience in a technical support or similar customer-facing role- must.
  • Advanced knowledge of SQL and Excel functions- must.
  • Technological orientation with a passion for learning and troubleshooting.
  • Basic understanding of network communication and the cyber security domain.
  • Excellent communication skills in English at a native language level (written and verbal).
  • Ability to work in shifts, including during US working hours.
  • Tech-savvy, resourceful, and eager to learn in a fast-paced environment.
  • Excellent communication and interpersonal skills.
  • Basic understanding of web technologies and security principles.
  • Solid planning, priority setting, and project-management skills.
  • Experience with data visualization tools.

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