Cloud Technical Support Tier 2 - IL

Israel- Ramat-Gan · Full-time

About The Position

The T2 agent is Elementor’s first line of technical support and is expected to be able to understand, analyze, and provide technical assistance, and resolution, for, critical customer issues.

The Technical support T2 agent is responsible for the control, routing and escalation of incoming customer requests, via tickets, emails and live-chat, using pre-defined methodology, clear gating requirements, and a continuously evolving set of market-standard tools.

Elementor maintains an extensive global customer community, and all our customer support representatives are required to be fluent in English, and to be able to clearly express complex technical information, to a diverse audience.

This position is for candidates located in Israel only.

Responsibilities

  • Respond, analyze, solve and communicate technical issues to Elementor’s customers
  • Learn, implement and use advanced support tools, methodologies and analytics
  • Proactively engage with customers and assist in expanding their usage of our products
  • Use different communication tools to enhance customer experience and maintain a high availability of our support functions
  • Collaborate with other team members and company departments to generate greater knowledge and contribute to a better customer experience
  • Build up your customer service skills and grow your professional expertise

Requirements

  • Required technical background in: WordPress, HTML and CSS, JavaScript, PHP, and other coding languages
  • Experience with Firebug, Chrome Debugging Console, Opera Dragonfly or a similar tool for web development
  • Knowledge of web applications, web servers and web infrastructure
  • Experience troubleshooting and technical issue analysis
  • Knowledge of networking, system, cloud services and hosting, Kubernetes and Virtualization
  • Professional experience in Customer Support – as a support agent, answering customer tickets, chats and emails
  • Experience in web design/development, WordPress plugin development
  • Experience working in a B2C company
  • Ability to analyze and resolve complex technical problems
  • Ability to fluently communicate complex technical ideas in English, in writing
  • Ability to break down and guide through a technical process
  • Ability to work under pressure
  • Transparency, accountability and ability to work independently
  • Exceptional courtesy, patience and overall a “people’s person”
  • Experience with Elementor tools – an advantage

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