Customer Success Support Specialist
Job Description
Our Customer Success team is growing at Scanovate!
If you are a tech-savy, team player with creative thinking and strong customer facing skills,
Check-out our site at www.scanovate.com to learn about our solutions for cyber security, anti-fraud, and identity management.
Our growing team in Israel supports Scanovate’s global customers while building strong customer success foundation.
You will:
- responsible for providing best in class customer support as part of the CS group located in Israel.
- working closely with team leaders, shift managers and CS agents to constantly improve the quality of support, and the professional success of the teams.
- collaborate with the CS Global Program Manager and the CS team in continuous improvement projects, and implementations of new tools, processes and policies.
- Constantly Improve the overall Customer Support experience provided by your teams.
- Take ownership of complicated customer issues and follow problems through to resolution.
- Lead cross functional meetings with relevant departments.
- Analyze statistics and compile accurate reports.
- Flag discrepancies or untypical trends and push for resolutions and improvements.
- Maintain an orderly workflow according to priorities.
- Develop and implement new procedures, policies, and standard.
Scanovate is located in Ramat-Gan, a 5-minute walk from the train station.
Requirements
- 2+ years experience with customer service teams. Prior experience in E-commerce/ marketplace is a plus.
- Working knowledge of customer service software, databases, and tools: such as Zendesk (huge plus), confluence, chat tools, social engagement tools.. Expert knowledge in Excel.
- Strong client-facing and communication skills
- Advanced troubleshooting skills in a technical environment
- Proficiency in English – spoken and written.
Will have impressed us if you have:
- Scripting experience in languages such as Shell, Perl, Ruby or Python
Scanovate is located in Ramat-Gan, a 5-minute walk from the train station.
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