Job Description

Are you a confident problem-solver with a passion for providing exceptional customer support? Do you thrive in a fast-paced environment and possess fluency in both Hebrew and English? If so, Workiz is looking for a dedicated Tier 2 Support Representative to be a crucial point of contact for our valued customers.

In this role, you will be instrumental in ensuring customer satisfaction by expertly managing inquiries across various communication channels. You'll leverage your technical aptitude and strong communication skills to diagnose, troubleshoot, and effectively escalate complex issues, ensuring timely resolutions and a seamless customer experience. This is an exciting opportunity for a proactive and driven professional who excels at understanding customer needs and delivering confident solutions.

So, what will you be doing all day?

As Tier 2 Support, you will:

• Serve as the main point of contact for Workiz customers, skillfully managing communications via phone, chat, email, and our online support portal.
• Professionally and efficiently handle all customer inquiries, expertly dissecting their issues and concerns to provide exceptional customer support.
• Provide timely escalation of complex ticket items to the development, team, and CSM teams, providing clear and comprehensive information.
• Proactively identify and interpret customer challenges through effective questioning and analysis, ensuring accurate documentation.
• Effectively own ticket resolution by submitting detailed tickets in accordance with our standards and ensuring all necessary information is included to facilitate timely resolutions. 
• Follow up with customers and ensure excellent customer service and satisfaction.
• Learn and master a variety of internal tools, using them quickly and efficiently to diagnose, solve, or escalate complex issues. This includes managing customer inquiries through email, chat, and phone, and ensuring that every interaction is handled with precision and care

Minimum Qualifications:

• Proven ability to manage tasks independently while also collaborating effectively with cross-functional teams (Customer Support, CSMs, Development, etc.).
• Native or Fluent Hebrew and Professional English proficiency (both written and verbal) with exceptional communication skills.
• Minimum of 1 year of experience in a customer-facing technical support role within an interactive and fast-paced environment.
• Demonstrated ability to multitask effectively and prioritize workload in a dynamic setting.
• Strong organizational skills and meticulous attention to detail.
• Critical thinking and proactive problem-solving abilities.
• High School diploma or equivalent.

Bonus Points:

• Computer Savvy experience with CRM, Zendesk, Jira, Hubspot, and Confluence preferred 
• Call center experience is a bonus!
• Field Service Business Exposure

Compensation and Benefits

This is a non-exempt full-time position at $25-$35 per hour

Workiz provides a comprehensive benefits package, featuring employee stock options, Medical, Dental, and Vision coverage options, and up to a 4% match on 401k contributions. 

Sick Leave: 5 days per year

Vacation Leave: 14 days per year plus 2 Floating Holidays to use each year

This role is a hybrid position, requiring the employee to be present in the office on Tuesdays, Wednesdays, and Thursdays. Work on Mondays and Fridays will be conducted remotely.

Do you thrive in a fast-paced environment where innovation meets results? Are you passionate about helping businesses reach their full potential? Workiz is the place for you!

As a trailblazing SaaS company in the field service industry, we're at the forefront of change, driving success in one of today's most resilient and rewarding sectors. Our all-in-one platform empowers field and home service businesses with tools to streamline scheduling, dispatching, invoicing, and customer communication – all in one place.

We’re looking for talented individuals who are excited to join our mission of making field service a breeze. Here is a glimpse into what it means to be a part of the Workiz team: 

Collaborative Environment: We nurture a culture of collaboration and support, where ideas are highly valued, and teamwork is fundamental.

Dynamic Growth: Join a company on the fast track, experiencing exhilarating growth, perpetually evolving, and driving change.

Impactful Contributions: Witness the direct impact of your efforts on the success of our customers and the advancement of field service business management. At the end of the day, it’s all about the people. Our customers are at the heart of everything we do.

We focus on empowering our team members, valuing each as a long-term investment. Emphasizing the importance of ongoing growth, we are dedicated to nurturing and training individuals, enabling them to exceed expectations in both skills and responsibilities. 

Why You’ll Love Being a Workizer:

• Fuel your passion (and have a blast doing it!): You won't just use a product you believe in, you'll work alongside a team that makes every day exciting!
• Collaborative Excellence: We foster a culture of teamwork where exceptional achievers and quick learners can thrive. Together, we deliver impactful results.
• Speak your mind! At Workiz, there are no bad ideas. We thrive on diversity of thought and love to see innovation take flight.
• Celebrate the culture: Our team is a vibrant mix of backgrounds and experiences. Embrace the richness and learn from each other.
• Work-life balance: Find your perfect rhythm with our hybrid model - 3 days on-site and 2 days remote working.
• We take our work seriously, but we know how to let loose and celebrate our wins!

Perks

• Fuel Up & Unwind: We keep our kitchen stocked with top-notch coffee and a variety of snacks to energize your day. 
• Four-Legged Friends Welcome: Bring your furry co-pilot to work and join our pack of friendly pups. 
• Bonding Beyond Desks: We believe in building strong teams, both inside and outside the office with our office book club, catered lunches and office happy hours. 
• Unleash Your Inner Gamer: Take a break and recharge in our game room, featuring a stocked fridge, a pool table, a dartboard, mini putting green, and gaming systems. 

Inclusivity Statement

At Workiz, we believe that great ideas come from anywhere. We support a collaborative environment and value open participation from individuals with different ideas, experiences, and perspectives. We believe having a diverse team makes Workiz a more interesting and innovative place to work, and we strive to make Workiz a welcoming and inclusive place for all.

Job Tags

Similar Jobs