Customer Success Support Specialist

7 hours ago

Ramat Gan, Tel Aviv, Israel InspHire Full time ₪40,000 - ₪80,000 per year

If you are a tech-savvy, team player with creative thinking and strong customer facing skills and would like to learn about solutions for cyber security, anti-fraud, and identity management - check this out.



The Next-Gen Compliance, Identity & Entity Management Platform is growing its team in Israel that supports global customers while building strong customer success foundation. 



You will:

  • Be responsible for providing best in class customer support as part of the CS group located in Israel.
  • Be working closely with team leaders, shift managers and CS agents to constantly improve the quality of support, and the professional success of the teams.
  • Collaborate with the CS Global Program Manager and the CS team in continuous improvement projects, and implementations of new tools, processes and policies.
  • Constantly Improve the overall Customer Support experience provided by your teams.
  • Take ownership of complicated customer issues and follow problems through to resolution.
  • Lead cross functional meetings with relevant departments.
  • Analyze statistics and compile accurate reports.
  • Flag discrepancies or untypical trends and push for resolutions and improvements.
  • Maintain an orderly workflow according to priorities.
  • Develop and implement new procedures, policies, and standard.

The candidates we are looking for must:

  • 2+ years experience with customer service teams. Prior experience in E-commerce/ marketplace is a plus.
  • Working knowledge of customer service software, databases, and tools: such as Zendesk (huge plus), confluence, chat tools, social engagement tools.. Expert knowledge in Excel.
  • Strong client-facing and communication skills
  • Advanced troubleshooting skills in a technical environment - Proficiency in English - spoken and written.

Other advantages:

  • Scripting experience in languages such as Shell, Perl, Ruby or Python

Think you're qualified? We'd love to hear from you  

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