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Support Representative – Product

4 hours ago

Givat Shmuel Center District, Israel Netspark Ltd Full time

Job Description:

For a global department that manages the support operation and the content-filtering product, we are looking for a team member with strong technical understanding and an affinity for data.

The role combines in-depth support work with responsibility for analyzing departmental data in order to improve both the service and the product.

This is a key role that reports directly to the department manager and assists with data-driven management of teams in Israel and abroad.

What does the role include?

  • Product expertise:
    Deep understanding of the content-filtering system and providing solutions to broad and complex issues.
  • Support data analysis:
    Independent data extraction (SQL) from information systems to identify trends in customer inquiries (with an emphasis on Canopy customers).
  • Process improvement:
    Identifying real-time "red flags" and producing daily insights to help support teams work more efficiently.
  • Monitoring and reporting:
    Preparing reports and presentations on task effectiveness and customer retention.

Job Requirements:

  • Prior familiarity with the product – mandatory (highly suitable for experienced support representatives / students familiar with the system).
  • Proficiency in Excel and SQL – mandatory.
  • Ability to analyze data and present it in a clear and simple manner.
  • Proactive mindset, ability to work independently, and motivation to influence the product "behind the scenes."
  • Availability for a full-time position.