Customer Success

Support Engineer

Yokne'am Illit, North District   |   Full time

About the Company

Atriis is a travel technology (SaaS) company, headquartered in Israel, with operating offices in the UK. With a Focus on digitizing the travel industry, Atriis provides solutions designed for Travel Management Companies (TMCs) and corporations to navigate the rapidly changing distribution landscape and remain competitive.

About the Role

We are looking for a Professional Support Engineer to join our team. In this role you will be responsible to provide a high-quality professional customer experience. If you are Tech savvy and love customer facing roles, come and join us!

Responsibility

  • Provide End-to-End high quality and in timely manner technical support to Atriis customers; Ensure a seamless customer experience from start to finish
  • Serve as the trusted point of contact
  • Own and work on assigned cases and resolve issues raised within SLAs
  • Perform deep problem investigation and troubleshooting to resolve technical cases
  • Identify potential escalations needs
  • Be the support liaison between customer, Product Management, R&D, and various Business units
  • Follow-up with customers to verify solutions are successful and achieve the desired impact
  • Have a deep understanding of Atriis products and solutions
  • Assist other personnel such as Sales, Account Mgt, Success Managers with technical issues
  • Contribute to the Atriis Support Knowledge Base by identifying common issues and manage the knowledge; Create and maintain help desk articles
  • Remote work with customers over phone, emails, VC and (occasionally) on-site

Requirements

  • 2-4 years of experience in Technical customer service roles preferably for SaaS based companies
  • Excellent interpersonal, client facing, communication, organizational and project management skills
  • Attentive to details, strong troubleshooting and analytical capabilities
  • Experience in customer care working with CRM systems.
  • Experience within the Travel industry – significant advantage
  • Motivated and self-learner through hands-on experience and on the job learning
  • Tech degree – advantage
  • Experience in Zendesk and/or SQL is an advantage
  • This position might require traveling, overtime, and on-call out of office hours

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