Responsibilities

Provide initial technical response to customer malfunctions and inquiries to clients via email, chat, and other direct messaging platforms, ensuring swift and effective resolution of issues. Diagnose and troubleshoot customer issues. Escalate unresolved issues to higher-level support as necessary. Collaborate with internal teams (Customer Success, R&D, Product, QA) to escalate and resolve complex technical challenges and ensure a high level of customer satisfaction. Perform various data analysis and customer reporting on an ongoing basis. Develop client-facing reports incorporating visual analysis elements such as graphs, charts and trends. Document technical issues and solutions for knowledge sharing and improvement of processes. Contribute to enhancing customer satisfaction by identifying recurring issues and suggesting process or product improvement. Stay updated on company products, services, and policies to provide accurate information to customers.

 

Requirements

Previous experience in a technical support or similar customer-facing role- must. Advanced knowledge of SQL and Excel functions- must. Technological orientation with a passion for learning and troubleshooting. Basic understanding of network communication and the cybersecurity domain. Excellent communication skills in English at a native language level (written and verbal). Ability to work in shifts, including during US working hours. Tech-savvy, resourceful, and eager to learn in a fast-paced environment. Excellent communication and interpersonal skills. Basic understanding of web technologies and security principles.Solid planning, priority setting, and project-management skills. Experience with data visualization tools.