Junior Customer Support Engineer (B2C)

An outstanding opportunity to join the US baked startup headquartered in Israel. Business focus is on the entertainment field.

Innovative solution that brings emotions directly to customer’s devices allover-the-world via a next-generation media platform.

The Role:

We are looking for an enthusiastic & efficient Customer Support Engineerto join the team.

You will handle daily inquiries, resolve account and billing questions, and participate in the escalation process. While you won't need to write code or debug system errors, you should have a solid high-level understanding of how digital products and development workflows function so you can easily collaborate with our internal R&D team.

Key Responsibilities

● Manage and resolve incoming customer tickets via Zendesk according to SLA (not strict). Emails, AppStore, PlayMarket. NO LiveChats or any other kind of realtime support activities.

● Assist end-users with everyday inquiries, including account setup, subscription management, features usage, and general troubleshooting.

● De-escalate customer frustrations by providing thoughtful, customer-first solutions.

● Understand the internal product and development "kitchen" enough to handle escalation procedures.

● Continuously develop and maintain internal KnowledgeBase.

● Share ideas and raise initiatives to Automate & Optimize the ongoing support process.

Requirements

● ~2 years of experience in a front-line customer support role within a B2C segment.

● Flawless written English: Strong grammar, high tone-of-voice flexibility. Ability to interpret customer inquiries to “technical” language and vice versa.

● IssueTracking System: Manage views, search filters, templates effectively to get rid of manual routine.

● Understanding of SDLC: Familiarity with how app updates, release cycles, and feature updates roll out, allowing you to bridge the gap between user experience  and R&D team.

● Punctuality and self-organization is a must.You will do your job remotely.

● Continuous knowledge sharing process: Be ready to research the newest technologies, learn the best practices & share your outstanding skills across the team.

Nice-to-Have:

● Previous experience supporting mobile and web applications.

● Some experience with the US digital market.

● Structured approach towards career growth.