Customer Success Support Specialist

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.

 

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!