{"id":13094,"date":"2021-06-10T11:12:40","date_gmt":"2021-06-10T08:12:40","guid":{"rendered":"https:\/\/www.shamaym.com\/?post_type=job&#038;p=13094"},"modified":"2021-10-24T10:28:00","modified_gmt":"2021-10-24T07:28:00","slug":"product-support-specialist-tlv-site","status":"publish","type":"career","link":"https:\/\/www.shamaym.com\/he\/career\/product-support-specialist-tlv-site\/","title":{"rendered":"Product Support Specialist &#8211; TLV Site"},"content":{"rendered":"<p>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.<\/p>\n<p>We are growing and looking for a <strong>Product Support Specialist<\/strong> to join our Technology team.<\/p>\n<p><strong>As a Product Support Specialist at Shamaym you will:<\/strong><\/p>\n<ul>\n<li>Support Product's implementation processes within customers (web and mobile applications)<\/li>\n<li>Act as Shamaym\u2019s focal point for all technical support issues inside and outside the company<\/li>\n<li>Assure product service level and experience to our customers is superb.<\/li>\n<li>Develop and maintain Shamaym\u2019s support portal (FAQ, Videos), trainings, and conduct support webinars.<\/li>\n<li>Work closely Customer Success, R&amp;D, Product and QA teams.<\/li>\n<\/ul>\n<p>We are looking for a unique candidate. if you are people person <strong>and<\/strong> tech savvy, looking for a challenging position that involves customers facing &amp; technology, in a fast-growing environment, with a high-quality and talented bunch of people and want to make an impact \u2013 this position is for you!<\/p>\n<p><strong>Responsibilities<\/strong>:<\/p>\n<ul>\n<li>Full responsibility for the process of Shamaym\u2019s platform implementation within the customer\u2019s systems and on-going support.<\/li>\n<li>Communicate with the users across channels, to answer questions and troubleshoot issues.<\/li>\n<li>Handle complaints, provide appropriate solutions and workaround alternatives within the time limits and own it until resolution.<\/li>\n<li>Seek and receive the users feedback, and represent the user voice within the company and participate in projects to analyze user behavior \u2013 to increase customers engagement.<\/li>\n<li>Demonstrate and assist customers with using product features and functionalities to promote the best efficient use of platform\u2019s value.<\/li>\n<li>Stay up to date and educate customers about new features.<\/li>\n<li>Follow up with customers to ensure resolution and satisfaction.<\/li>\n<li>Report and manage open tickets using the relevant services and tools, own &amp; manage an escalation process in case of need.<\/li>\n<li>Collect and present user feedback to product management to influence development priorities and future roadmap.<\/li>\n<li>Training and Educate the Customer Success team by building and presenting webinar tutorials.<\/li>\n<\/ul>\n<p><strong>Requirements &amp; Qualifications:<\/strong><\/p>\n<ul>\n<li>Previous work experience in customer service or technical support is a huge advantage!<\/li>\n<li>BA degree or equivalent experience &#8211; advantage<\/li>\n<li>Proficiency in English and Hebrew &#8211; a must.<\/li>\n<li>Service oriented: ability to adapt\/respond to different types of characters, excellent human relations, ability to work under pressure, prioritize and multitask.<\/li>\n<li>Strong analytical skills.<\/li>\n<li>Strong technical orientation. Previous experience working with a SaaS product \u2013 an advantage.<\/li>\n<li>Excellent communication and troubleshooting skills.<\/li>\n<li>Self-driven and motivated + ability to work independently.<\/li>\n<li>High level of organization, efficient time management, and great attention to detail.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>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. 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