Job Description

Graduway, the leading alumni relations and mentoring software is looking for a passionate Customer Support Specialist to join our growing team. As a member of our Global Customer Care organization, you will be responsible for enabling our world-class customer experience by servicing our 800+ clients through inbound requests and customer community engagements.

Responsibilities:

• Handle incoming customer inquiries from request-to-resolution in a prompt manner
• Reproduce, document and escalate technical bugs to development teams
• Provide service through a variety of channels (tickets, chat, community posts, and more)
• Set up SSL/IIS certificates and troubleshoot issues as needed
• Liaison between customer and internal departments
• Identify areas of weakness and product/process improvement

Qualifications:

• 2-3 years in customer support roles, 5-6 years of business experience preferred
• Experience working within a B2B SaaS organization
• Strong communication skills and technical aptitude
• Solutions-oriented with high attention to detail
• Experience working with a CRM or ticketing system (Zendesk) preferred
• Ability to work autonomously in a high pace working environment
• Full-time remote position; company headquartered in Israel — ability to travel internationally for training is a must
• West Coast-based preferred