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Tier 2 Technical Support Specialist

Delivery Tel-Aviv

If you shop online (and who doesn’t these days?), then chances are you’ve already interacted with Yotpo. We’re a leading eCommerce marketing platform, on a mission to help brands of all sizes accelerate their growth through exceptional customer experiences. Loyalty programs, SMS marketing, reviews, and visual user generated content are our bread and butter, but we have more solutions up our sleeve, too.

We have teams across the world, including the US, UK, Israel, Bulgaria and Australia — and we’re still growing. Yotpo secured a $230 million fundraising round in March 2021, our valuation is now $1.4 billion, and our primary goal is to deliver the best technology in the industry. You can hear all about it in our latest brand video

Sound exciting? Then read on, because we’re in pursuit of the best and the brightest minds to help us achieve our vision.

We are looking for a Customer Service superstar with a technical flair to join our Tier 2 Technical Support team, work with some of the world’s top brands and have an impact on our current and future offerings!

If you’re tech-savvy but also a strong people’s person, who enjoys giving top quality support, speaking with people and handling complex technical issues – we’re waiting to hear from you!

You will:

  • Handle Tier 2 cases quickly and efficiently
  • Create and update knowledge base articles used by Tier 1 agents
  • Conduct training sessions for Tier 1 agents
  • Act as a focal point for communication with the R&D and product teams
  • Act as a knowledge focal point within support
  • Accompany new releases and make sure support agents are familiar with them and have the tools to address issues related to them
  • Investigate and report bugs to the R&D team

About you:

  • Experience/Good familiarity of the following will be an advantage:
    • HTML and CSS
    • SQL
    • JavaScript
    • APIs
  • 2 years of previous B2B technical support experience (Tier 2 experience – advantage)
  • Exceptional verbal and written communication skills in English
  • Excellent communication skills in phone calls, emails and training sessions
  • A tech-savvy self-learner who is capable of quickly mastering different fields within our product end to end
  • Proactive data-driven approach – spot recurring issues within our product and find the long-term solution that will address them
  • Go getter attitude – ability to drive other stakeholders towards a solution in complex situations
  • Great time management, prioritization and sense of ownership skills – able to self manage and “juggle” between different tasks with optimal results
  • Availability for a full-time position 

If you don’t meet 100% of the qualifications outlined above, that’s okay! We believe in hiring people, not just skills. If you have a passion to learn and are excited about eCommerce and technology, then we want to hear from you.

 

 

 

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Laura Doonin, Commercial Director recommendation on yotpo

“Yotpo is a fundamental part of our recommended tech stack.”

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