Online Support Specialist

Responsibilities:

• Respond to customer queries in a timely and accurate way via phone, email, and chat;
• Identify customer needs and help customers use specific features;
• Analyze and report product malfunctions;
• Update our internal databases with information about technical issues and useful discussions with customers;
• Monitor customer complaints on social media and reach out to provide assistance;
• Share feature requests and effective workarounds with team members;
• Inform customers about new features and functionalities;
• Follow up with customers to ensure their technical issues are resolved;
• Gather customer feedback and share with our product, sales, and marketing teams.

Qualifications:

• Experience as a customer support specialist or in a similar CS role;
• Familiarity with our industry (preferred);
• Understanding of how CRM systems work;
• Excellent communication and problem-solving skills;
• Multi-tasking abilities;
• Patience when handling tough cases;
• Hebrew and English/Russian proficiency.