As one of our first Customer Support & Onboarding Specialists you will be forging the path for all those that follow. Innovating, problem solving and helping your customers succeed through providing exceptional service will lead your way. Initially we will need help with support. Currently we offer customers phone, email, ticket and instant messenger support options. We aim for the 24/7 support, currently filling the US timezones position.
We also need help with client management and onboarding. There is a clear opportunity to move towards this more Customer Success Manager type role. You will be able to determine your own path based on what you excel in and enjoy.
Position: Full-Time Location: Remote Time-zone: US Experience: 2-5 years
Knowledge, Skills, Abilities, and Motivation to
Daily operation:
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Successfully onboard new customers, help set up their account, troubleshoot issues and ensure they are getting the most out of our mobile platform.
- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update and engage customers with new features and functionalities
- Gather customer feedback and share with our Product, Sales and Marketing teams
Strategy level
- Maintain product documentation and solution center
- Structure the knowledge and polish work processes
- Initiate, plan and execute improvements in all spheres of your work
Preferred Education, Technical Skills, and Experience
Technical:
- 4-year college degree or comparable experience
- Experience as a Technical Support Specialist or similar CS role
- Experience using ERP/CRM/Back-office tools- Advantage
- Tech savvy – words like eBay, Amazon, Shopify, WooCommerce, ERP, CRM, API, XML to become your native language
- Experience using help desk software and remote support tools
- Knowledge of the eCommerce or Jewelry worlds – Advantage
- Previous experience on a Customer Success team – Advantage
Personal:
- Ability to plan your work day, and reach the goals
- A natural problem solver, who can think under pressure and flourishes in a fast-paced environment
- An unwavering positive attitude and a love for helping others succeed
- Ability to work in the dynamic situations and manage them effectively
- Excellent communication skills in both writing and speaking;
- Being professional and friendly
- Multi-tasking abilities
About Us
The company is the leading SaaS company enabling the full-scale digital transformation in the jewelry and diamond industries. Our core software product, is the only multi-channel eCommerce solution in the world, tailored for the jewelry industry. We help jewelers take their online operation to the next level.
Headquartered in Haifa, Israel, with team in different parts of the globe, the company, provides services to both the most established jewelry etailers and brands, and jewelers starting to establish their online presence. Being an eCommerce pioneer in the industry, the company has a strong professional network, and a solid position of a leading expert in its sphere.
What Makes This Job Great
- An opportunity to make an impact on the industrial future and be part of disruptive and ground-breaking technology
- Work alongside a driven, most professional team
- High level of autonomy, ability to influence decisions and to learn from mistakes
- Focus on agility and speed, togetherness, impact, and obligation to speak up
- Join a team that truly lives their values and brings their whole selves to the company
- Proven and growing business, providing service to the top-level clients worldwide, for more than 8 years.
Perks & Benefits
- Fully Remote Position
- Having kids around you is not a curse but a blessing, as long as it goes together with good results.
- Career advancement opportunities – work hard and grow rapidly into a role that is most suited for you!
- Support from everyone – Excellent exposure to all facets of our business.
- Casual attire – We wear jeans and sometimes yoga clothes
Apply Now
Talk to Us
- Email Enquires:
- info@aidey.net
- Tel Aviv: +972-77-223-6660
- New York: +1-845-793-8545