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Technical Support Representative

Technical Support Rep

Novidea is looking for a skilled and results driven technical support representative. You will provide technical and functional application assistance to our customers and partners globally. Partner with R&D or other departments in order to provide immediate resolutions for even greater levels of customer satisfaction.

Working hours: Monday to Friday 10am until 7.00pm

  • Deliver service and support to end-users for Israel, US and UK customers using and operating automated call distribution phone software, via remote connection or over the Internet.
  • Interact with customers to provide and process information in response to enquiries, concerns, and requests about products and services.
  • Gather customer’s information and determine the issue by evaluating and analysing the symptoms.
  • Follow standard processes and procedures.
  • Identify and escalate priority issues per client specifications.
  • Redirect problems to appropriate resource.
  • Accurately process and record call transactions using a computer and designated tracking software.
  • Follow up and make scheduled call backs to customers where necessary
  • Serve as the first level support contact for all Israel, US and UK customers
  • Conduct training for Novidea system users based on defined CRM business processes for end users.
  • Install new / existing servers and configure hardware, peripherals, services, settings, directories, etc. in accordance with standards and project/operational requirements.
  • Install and configure systems such as supports QA,CRM infrastructure applications or Asset Management applications.
  • Analyse data and records to diagnose problem essence.
  • Strong competency in verbal and written English.
  • Strong competency in verbal and written English.
  • Work experience in: IT, infrastructure, browsers and operating systems. Familiarity with Microsoft Office.
  • Support experience with Salesforce CRM system.
  • One to three years system administration experience - Advantage.
  • Ability to speak and write clearly and accurately.
  • Demonstrated proficiency in typing and grammar.
  • Knowledge of relevant software computer applications and equipment.
  • Knowledge of customer service principles and practices.
  • Excellent communication and interpersonal skills.

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