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Product Support Specialist – TLV Site

Shamaym is a web and mobile platform (AI based) for continuous improvement that creates a high-performance culture for organizations. At Shamaym, we help teams improve their performance and quickly adapt to changing needs by turning day-to-day activities into learning opportunities.

We are growing and looking for a Product Support Specialist to join our Technology team.

As a Product Support Specialist at Shamaym you will:

  • Support Product’s implementation processes within customers (web and mobile applications)
  • Act as Shamaym’s focal point for all technical support issues inside and outside the company
  • Assure product service level and experience to our customers is superb.
  • Develop and maintain Shamaym’s support portal (FAQ, Videos), trainings, and conduct support webinars.
  • Work closely Customer Success, R&D, Product and QA teams.

We are looking for a unique candidate. if you are people person and tech savvy, looking for a challenging position that involves customers facing & technology, in a fast-growing environment, with a high-quality and talented bunch of people and want to make an impact – this position is for you!

Responsibilities:

  • Full responsibility for the process of Shamaym’s platform implementation within the customer’s systems and on-going support.
  • Communicate with the users across channels, to answer questions and troubleshoot issues.
  • Handle complaints, provide appropriate solutions and workaround alternatives within the time limits and own it until resolution.
  • Seek and receive the users feedback, and represent the user voice within the company and participate in projects to analyze user behavior – to increase customers engagement.
  • Demonstrate and assist customers with using product features and functionalities to promote the best efficient use of platform’s value.
  • Stay up to date and educate customers about new features.
  • Follow up with customers to ensure resolution and satisfaction.
  • Report and manage open tickets using the relevant services and tools, own & manage an escalation process in case of need.
  • Collect and present user feedback to product management to influence development priorities and future roadmap.
  • Training and Educate the Customer Success team by building and presenting webinar tutorials.

Requirements & Qualifications:

  • Previous work experience in customer service or technical support is a huge advantage!
  • BA degree or equivalent experience – advantage
  • Proficiency in English and Hebrew – a must.
  • Service oriented: ability to adapt/respond to different types of characters, excellent human relations, ability to work under pressure, prioritize and multitask.
  • Strong analytical skills.
  • Strong technical orientation. Previous experience working with a SaaS product – an advantage.
  • Excellent communication and troubleshooting skills.
  • Self-driven and motivated + ability to work independently.
  • High level of organization, efficient time management, and great attention to detail.
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