Clicktale Published: October 8, 2017
Job Type
Category
Level of education
Undergraduate
Level of Hebrew
Basic
Spoken Language needed
English
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
2 years

Description

Clicktale taps into the wisdom and behavior of millions of visitors so that businesses can deliver the best digital experiences to drive amazing business results. By synthesizing complex behavioral patterns based on millisecond-level actions such as hovers and scrolls, we enable businesses to interpret their customers’ digital body language and understand intent. The pioneer in Experience Analytics, Clicktale marries cognitive computing, machine learning and psychological research to automatically surface issues and answer questions that keep executives up at night. With unique behavioral data, clear visualizations, and world-class customer experience expertise, Clicktale is driving the “Experience Era” at the world’s leading brands. Clicktale’s global customer base includes Walmart, Microsoft, Adobe, MetLife, The Royal Bank of Scotland and Avis.
Clicktale. Answer anything.

What you will do:
Clicktale is looking for asenior-level Client Success Engineer to join our growing Client Support teamand help support our customers across theglobe. Clicktale’s Client Support Engineers are technicallyskilled, love working with customers, great problem solvers, creativethinkers and have the desire to analyze the web and mobile worldaround them. You will have the opportunity to interface withour key clients, Implementation Teams, Production Operations, ProductManagement, etc. to work on exciting and complex client and productioninquiries. This position offers a great opportunity for an individual togrow their career within the growing Client Support team.

If you're excited by the idea of being part of a rapidly growing web/app analytics company where you can grow your technical skills, we want to meet you.

RESPONSIBILITIES:
- Provide first line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product related issues while maximizing customer satisfaction.
- Respond to, resolve and document all incoming cases reported by Customers, Account Managers, Consultants and Sales Engineers via telephone, web, and other support channels as required.
- Gather and analyze information, evaluate impacts, resolve or escalate issues as needed
- Manage client and internal stakeholder’s expectations around resolutions and timelines
- Ensure support service level agreements (SLAs) are managed and met
- Be a liaison between Customers and Technical Support, Product Development, Sales and Field service to identify opportunities for support delivery improvements, cost reduction and value-add to enterprise customers.
- Meet or exceed customer satisfaction and productivity metrics.
- Deliver training sessions and webinars about Clicktale’s products for internal personnel
- Flexibility to participate in a rotational on-call schedule
- Act as a client-facing subject matter expert
- Able to travel up to 15%

Requirements

- 2-3 years of experience in providing customer support via phone and email in English.
- 2-3 years of experience in providing support to Enterprise Accounts.
- Experienced in working in a web, SaaS environment.
- Experience in HTML, JQuery, CSS, Java Script, Angular, etc..
- Ability to work in a fast paced startup SaaS environment
- Strong desire to teach new customers about the platform
- Demonstrated ability to solve technical problems
- Strong communication and interpersonal skills

NICE-TO-HAVES
- Experience in JIRA and SalesForce
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