Technical Support - Tier 1

Tel Aviv · Full-time · Associate

About The Position

As a Tier 1 Technical support Specialist, you will report to the Head of Customer Experience. You will be the trusted point of contact for Travel Booster's customers, through onboarding, project success, and renewals. Your performance will depend upon your ability to creatively problem solve and engage customers to ensure that every Travel Booster offering and functionality is being used – maximizing the value of every Travel Booster's users.

  • You will communicate with customers primarily by email, outbound phone calls/screen shares (some inbound calls will be necessary)
  • You will be a trusted contact for Travel Booster's customers to help promote product knowledge and self-sufficiency during "in-the-moment" support interactions
  • You will engage customers to understand what they are trying to achieve so we can ensure they have the right "how" to achieve it
  • You will learn and retain product knowledge to understand and apply Travel Booster's best practices for users of the product
  • Building and maintaining long-term relationships with customers
  • Ensure customer satisfaction by providing professional customer support
  • Manage day-to-day operational aspects of the customers
  • Managing internal organizational resources to the benefit of the customers 
  • Full implementation of the system at the customer's site
  • Support and guidance to the customers during and after the project
  • Always think of creative ways that Travel Booster's can achieve a better overall experience, and share those with our management team

Requirements

  • 1+ year experience in software support or customer service
  • Beginner to intermediate knowledge of HTML, CSS, XML
  • Problem-solving mentality with a customer-first mindset
  • Analytical, methodological, and troubleshooting abilities
  • Strong team player to able to work closely with our sales, marketing, product, and R&D teams to deliver exceptional client experiences
  • Capable of working effectively in a dynamic environment.
  • Willingness to travel abroad
  • Highly service oriented, excellent interpersonal communication skills
  • Control over Travel Booster software - a major advantage
  • Industrial and management engineering degree - Advantage
  • Training experience - Advantage
  • Excellent English writing and verbal skills
  • Additional languages - Advantage

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