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Technical Support Tier 2 - APAC

APAC · Full-time

About The Position

As Elementor’s Tier 2 Technical Support Agent, you will be part of our advanced technical response team. You will receive comprehensive technical training in Elementor’s technology and products. You will be involved in daily triage (review, analysis, and resolution) of complex technical issues encountered and reported by our customers via tickets and emails, using cutting-edge tools.

The Tier 2 Technical Support Agent is an advanced-level technical position, offering many opportunities to grow professionally, and to master and practice industry-leading methodologies and tools, while helping to build and innovate the web of tomorrow.

Responsibilities

  • Learn Elementor’s technology and get to know the different services we offer our customers
  • Be trained in the inner workings of our tools, and become part of our select team of technical support experts
  • Triage new customer requests and drive the best course of action for their resolution
  • Communicate with Elementor’s customers, and liaise their service requests to our professional teams
  • Proactively engage with customers and facilitate their use of our products
  • Use different communication tools to enhance the customer experience and maintain high availability of our support functions
  • Collaborate with other team members and departments to generate greater knowledge and contribute to an enhanced customer experience
  • Build up your customer service skills and develop your professional expertise

Requirements

  • At least 2 years experience in Technical Support (Tier 1 or 2)
  • Experience with WordPress, HTML, CSS and JavaScript
  • Experience with web development and inspection tools
  • Knowledge of PHP and other coding languages - an advantage 
  • Knowledge of web applications
  • Experience with web servers and infrastructure, hosting, cloud, and SaaS - an advantage
  • Web Design/Development background - an advantage
  • Knowledge of Elementor tools - a major advantage
  • Ability to analyze and solve complex technical problems
  • Ability to fluently communicate complex technical ideas in English, in writing
  • Ability to break down a technical process and guide others through it
  • Ability to work under pressure
  • Organized and methodical
  • A team player who can also operate independently in a work-from-home environment (offshore Israel)
  • Exceptional courtesy, patience and an overall “people person”

This role is open to candidates located in the area of APAC only.

Please submit your resume in English.

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