Tier1 Technical Support Associate
About The Position
As Elementor’s Tier 1 support agent, you will act as Elementor’s front line to our valued customers. Your role will be to receive, analyze and resolve customer requests, via live chat and email.
As part of your ongoing duties, you will communicate with customers, in English, to provide first-line assistance, with technical, commercial, and professional questions, related to their day-to-day use of Elementor’s extensive website creation suite.
You will learn about our technology and will have the opportunity to collaborate with professionals from around the globe, and participate in the creative process that defines tomorrow’s web.
This is a full-time shift work position (morning-evening) located in Elementor’s Sderot offices.
Work Environment
Elementor is the leading website creation platform for professionals using WordPress. Our users are web creators - designers, business owners/entrepreneurs, developers and marketers, who create multiple websites on a yearly basis.
Since launching in Israel in 2016, our reach now extends to more than 180 countries, with users building over 8M websites using Elementor. Elementor based websites now comprise 7% of all websites in the world wide web (yes, 7%!!!).
Responsibilities
- Receive, analyze and resolve customer requests
- Communicate with customers via live chat and email
- Determine the best course of action that will lead to a quick and successful resolution of the customer’s request
- Escalate customer conversations to upper support tiers for further analysis
- Gather all needed information effectively and provide it to the customer in a concise and clear manner
- Strive to understand our customers’ needs and be able to explain and communicate the solution in an efficient, personal, and creative manner
- Solve customer problems in a professional, empathetic, and courteous way
This position is for candidates located in Israel only.
Requirements
- Ability to read, write and speak at an excellent, or Mother-tongue level of English
- Ability to understand complex technical issues from text
- Ability to make quick and precise decisions based on a small amount of information
- Ability to explain complex technical information in layman's terms
- Ability to follow work protocols and procedures
- Excellent human relations and understanding of customer-vendor relationship
- Methodical, organized, and able to multi-task under pressure
- Experience in customer support/Call center - an advantage
- Experience with Elementor - an advantage