Technical Support Specialist
Location:
Herzliya/hybrid
Our client is a fast-growing SaaS B2B fintech company that enables its clients in the financial services sector to grow their businesses at speed. They are passionate about driving towards their vision of being the leading CRM, back-office management, and client portal software provider in the financial services sector while cultivating a positive and fun work environment that promotes personal and professional growth.
WHAT THEY DO
They provide a fintech SaaS solution to their clients, who are stock brokers. The product that they licenses are a CRM and client portal solution. Their systems are already integrated with all the major trading platforms (including Metaquotes and cTrader), payment service providers (including Paypal and Stripe), and VOIP and marketing applications, amongst other applications (integrated with ~200 3rd party applications). This allows their clients to plug and play, get set up in a matter of hours and connect up their entire tech stack through our platform.
ABOUT THE ROLE
We are looking for a Technical Support Specialist to join their team and support their growth.
Providing technical support services to clients by email and phone/Zoom
Responding to events and technical issues with a short turnaround time
Creating and maintaining documentation (including FAQs)
Ability to think “out-of-the-box” and develop creative solutions to address clients’ requirements
Investigating errors and logs and providing analysis for both clients and internal departments
Alert the relevant internal teams about technical complaints and incidents affecting the company's clients and services
Updating clients about the status of their inquiries
Acting as a focal point for a variety of client issues, assisting multiple departments, and diverting and/or escalating incoming requests to the relevant internal department
The position is from Monday-Friday, Israeli hours (Friday short day from home)
REQUIREMENTS
At least 1 year of experience in technical support or customer-facing roles in a SaaS company
Strong (fluent) verbal and written communication skills in English – this is a MUST
Team player
Experience providing customer support at an international company
Experience supporting B2B products
Ability to analyze problems quickly and find suitable solutions based on available resources
Ability to speak and write succinctly about complex technical issues
Ability to communicate effectively and to work under pressure
Ability to manage clients’ expectations
Fast learner, multi-tasker
Tech savvy, using a large range of technological solutions and software
A customer-facing person who is pleasant, self-driven, and highly motivated
Knowledge of fintech - advantage
Experience working with CRM systems – advantage
Ability to work from Monday-Friday, Israeli hours (Friday short day from home)
BENEFITS
A challenging job in a rapidly growing international company
The company is in a strong growth phase and is looking to continue growing – experience how to scale a company
A friendly work environment that promotes self-growth
Great office location by train in Herzliya with work-from-home options
Competitive remuneration package