Logz.io Published: May 28, 2019
Job Type
Level of education
Undergraduate
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
2 years

Description

Let’s make machine data meaningful, together! Logz.io provides the world’s most popular open-source log analysis platform, ELK (Elasticsearch, Logstash and Kibana), as a simple, fast, secure and scalable service on the cloud.

We are looking for a bright Customer Care Engineer to provide enterprise level technical support to our customers via chat, email, phone, and other channels as required.

Responsibilities
- Take ownership of customer issues reported, see problems through to resolution and escalate irregular events to relevant resources.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording and closure of all issues.
- Use tools and troubleshooting techniques and exercise good judgment in decision-making in order to routinely deliver exceptional customer support at all times.
- Educate and assist other departments within Logz.io regarding systems, tools, processes, and customers’ requests resolution.
- Establish and maintain customer loyalty by serving customers above and beyond their expectations.
- Create documentation in the form of knowledge base tech notes and articles.

Requirements

- At least 2 years of experience in Customer Care.
- B.Sc. in Computer Science, Information Technology or equivalent.
- Knowledge in Linux systems, utilities and scripting.
- Ability to drive technical projects through creative and innovative initiatives.
- Excellent communications skills and the ability to interact effectively with technical personnel.
- Self-motivated, proactive approach and ability to work well with little direct supervision.
- Strong problem solving skills and a knack for troubleshooting.
- Work experience in enterprise technical support – a plus.
- Attention to detail, highly organized, with an absolute focus on quality of work.
- Understand the user experience and is proficient in the tools that customers interface with.
- Strong written and verbal communication skills in English
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