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Tier 2 Technical Support specialist

Delivery Tel-Aviv

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!

Role definition and responsibilities:

  • 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

Requirements:

  • Availability for a full time position
  • 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 – day shift

Who are we?

Yotpo is an eCommerce marketing platform that helps thousands of forward-thinking brands like Steve Madden, Brooklinen, and Princess Polly accelerate direct-to-consumer growth. Yotpo’s single platform integrates advanced solutions for Loyalty & Referrals, SMS Marketing, Reviews, and more, to increase customer engagement, promote community advocacy, and improve retention. Yotpo integrates with the tools online businesses use every day, including Google and Instagram, and is available on most eCommerce platforms, including Shopify, Salesforce Commerce Cloud, Adobe Commerce, and BigCommerce. Yotpo is a three-time Forbes Cloud 100 company with teams across the world including the United States, United Kingdom, Israel, Bulgaria, and Australia. 

Yotpo secured a $230 million fundraising round lately, and our primary goal is to deliver the best technology in the industry. You can hear all about it in our latest brand video. 

We were named as a premier technological partner with Magento, shopify & Sfcc.

 

Interested in Yotpo?
Schedule a call with one of our marketing consultants to learn more.
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