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טל: |
052-5977493
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איש קשר:
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Shani
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תיאור: |
Job Description
• Provide Tier 1 support, troubleshooting and technical support via available channels
• Functions as escalation resource for all complex support issues
• Work cases to resolution autonomously with little or no intervention
• Manage Tier 1 expectations with regard to resolution timeframe and status
• Take ownership and accountability for the case resolution process
• Good system view, capable of understanding the big and small pictures
• Apply advanced knowledge in creating and improving department processes
• Escalate issues according to established standard operating procedures
• Act as a liaison with QA teams and Product Team to evaluate and report bugs
• Participate in knowledge transfer exercises, help Tier 1 support increase their knowledge and increase their overall capability of handling problems without assistance
• Cooperate with efforts of QA teams and Product Team by providing feedback, as needed
• Write, edit and maintain knowledgebase entries
• Provide Weekly Reports based on outcome of all issues – closed and on-going
• Responsible for establishing and managing a small team
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דרישות: |
Requirements
• 2+ years of experience of tier 2 technical support or QA team
• Basic knowledge of SQL scripts- must
• Strong written and verbal communication skills in English - including tact and diplomacy in dealing with sensitive customer issues, with exceptional follow-through ability and communication skills
• Basic knowledge of web debugging tools such as Firebug and applications such as Sniffers
• Strong service orientation
• Managerial experience- big advantage
• Excellent problem analysis and re-creation skills, including assisting others overcoming knowledge gaps in areas related to the product and operating systems, re-creating the environment needed to perform the test, helping in understanding the customer issue, and finding workarounds.
• Quick and independent learning capabilities
• Good interpersonal skills, well organized, team player and self-motivated
• B.Sc. of Computer Science– Major advantage
• Must be comfortable working in a dynamic and challenging environment where everyone works unconventional hours and “does it all”
• Ability to multi-task without compromising quality
• Ability to self-document and work in an orderly manner
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היקף המשרה: |
מלאה |
עיר/ישוב: |
תל אביב |
תפקיד: |
מנהל צוות |
שנות ניסיון: |
שנתיים |
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