Job Details

Senior Tier 2 Technical Support Representative - Haifa

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Panda - Trading Systems

Published

2019-06-20

Closes

 

Location

Haifa, Haifa, Israel

Category

Customer Service, Software and Programming

Type

Full-time

Description

PandaTS - leading international broker technology vendor that offers advanced solutions and advisory services in the financial industry, is seeking an experienced Senior support representative to join our Technical Support team.

 

Responsibilities:

  • The Senior Technical Support Representative will provide professional level technical support to B2B customers on a System, Server and Infrastructure Environment levels remotely via email, phone and remote desktop access 24/6.
  • Supervising efficient and effective division of the Support Team workload at any given time.
  • Representing an escalation point of contact for complex customer inquiries and technical issues.
  • Maintaining high level of service provided by the Support Team to customers and internal channels.
  • Prioritizing and managing several technical issues and tasks at a time, track and report solution deliverables using appropriate tools.
  • Analyzing common technical issues and queries to promote continuous improvement.
  • Maintaining a library of associated materials for all systems, processes, and procedures supported by the company.

 

Skills & Qualifications:

  • Proven experience of over 3 years in customer support
  • Proven experience as a senior representative/team leader
  • A high degree of technical expertise (education or work experience)
  • Highly proficient in verbal and written English
  • Availability to work on shifts
  • Experience in B2B customer support – advantage

The ideal candidate must possess strong analytical thinking, organizing, technical judgement and problem-solving skills.

Excellent written/verbal communication and interpersonal skills are paramount, as well as a commitment to exceptional customer service and teamwork. Personal and professional attributes must include high ethical and professional standards, honesty, integrity, self-motivation, adaptability and dependability.