Silverfort Published: March 21, 2021
Job Type
Level of education
High school
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

In this role, you will be one of the first members of our Technical Support team. You will work with our customers to resolve technical issues and help them successfully use the product. You will also work closely with R&D, Customer Success and Sales teams to improve our product and technical processes.

Responsibilities:

- Be first in line to analyze and troubleshoot incoming technical issues from our customers via email and Zoom sessions
- Own and monitor issues from the start to resolution.
- Work closely with the R&D teams, Field & Sales Engineers, Customer Success and other teams to ensure smooth onboarding, deployment, and on-going relationship with customers all around the world
- Create and improve internal knowledge base articles
- Work directly with management to create and improve current support procedures

Requirements

- 2+ years of experience in global Customer Support
- Excellent knowledge in Networking, A must
- Cyber Security or Identity/Authentication background, A big advantage
- Proven knowledge working with Linux and Windows environments
- Experience working with Active Directory        
- Experience working with ticketing and support systems
- Excellent communication and problem-solving skills
- Excellent English – both written and spoken, A must
- Ability to understand and solve technical issues with little guidance
- Creative thinker and an amazing team player
- Ability to work in a fast paced and changing environment.
- Ability to take initiative and adapt
- Availability to work 5 shifts a week Monday to Friday: a mix of morning and afternoon shifts, and 1-2 weekend shifts per month (Friday morning/Saturday Night)
- Willingness to travel around 10% of the time (when possible again)
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