Technical Support Engineer

TLV, Israel · Entry-level

About The Position

We are looking for a Technical Support Engineer with a passion for resolving technical and non technical questions and customer satisfaction to join our business unit team.

As a customer support engineer at Windward you’ll be working with multiple and different B2B and B2G customers in the Insurance, commercial, governmental sectors and supply chain . Your main responsibilities will be to maintain customers’ SLA, investigate and resolve technical issues and achieve high customer satisfaction. You’ll be doing that by promoting customer requests and analyzing and personalizing the company’s solutions to the customer needs.


Responsibilities:

  • Investigate complicated customer complaints up to root cause solutions.
  • Escalate, investigate, and resolve Tier 1\2 level customer queries. 
  • Act as a consultant and offers solutions for customers’ problems
  • Track and manage your work record until resolution 
  • Work with all R&D groups, CSM and product management
  • Build and maintain support tools and knowledge base

Requirements

  • At least 3 years of experience in customer\technical support in SaaS companies
  • Experience working with product and R&D teams
  • Experience working with Customer supporting systems such as SalesForce, FreshDesk and JIRA 
  • Ability to prioritize tasks based on urgency and importance
  • Ability to multitask, prioritize and manage time effectively
  • Data analysis – good technical understanding and experience with Data analysis and investigation tools, REST API, GraphQL, SQL, Postgres and Mongo.
  • Understanding/Experiences in scripting languages: Java, Python, JavaScript and TypeScript
  • Critical thinker and problem-solving skills, motivation to learn new skills and technologies, good time-management skills 
  • Availability to work on Friday a few times per month
  • Fluent written and spoken English, Hebrew, additional languages an advantage

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