Technical Support- Tier 2
Support - Tel Aviv, EMEA
All Open PositionsAbout the position
WalkMe (NASDAQ: WKME) is growing and we want you to join us! Have you ever wanted to work for an industry leader? Well, how about an industry creator?! At WalkMe, we're not just the leader in digital adoption, we started the digital adoption revolution - enabling organizations to measure, drive, and act to ultimately maximize the impact of their digital transformation and accelerate the return on their software investment. And with over 2,000 clients, including more than a third of Fortune 500 companies, working with us daily, we're changing how enterprises interact with their technology.
So, if you're looking for an opportunity to work, collaborate, and innovate with some of the most talented people out there, WalkMe is the place for you!
We're looking for a rockstar Technical Support- Tier 2 to help take digital adoption and WalkMe to the next level. As a Technical Support- Tier 2, you'll be responsible for solving problems but are also a great communicator and self starter, we'd love to chat.
This role is a great opportunity to be exposed to and work with Product Managers, Account Managers, Solutions Engineers and Solutions Consultant, as well as customers, on solving critical technical issues.
Qualifications
- Fluent in English - excellent writing and verbal skills
- 2+ years of customer support, technical support, system administration or a related customer facing role
- Knowledgeable in JavaScript, HTML, CSS
- Experience in developing and debugging client side code using browser tools
- Experience supporting SaaS applications
- Real passion for solving customer issues and advocating for their success in a fast paced, highly technical environment
- Ability to learn new technologies and product-lines quickly
- Excellent relationship with management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person)
- Ability to work independently with little direct supervision and as a part of a team
- Excellent analytical and organizational abilities
- B.Sc Degree- an advantage.
What will you actually be doing:
- Drive resolution of technical escalations, including identification of root cause and issue resolution
- Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
- Provide interface between Support, Account Management, Customer Services, Solutions Engineers, Solution Consultants and Product Managers
- Exceed customer expectations on response quality, timeliness of responses and overall customer experience
- Provide technical and non-technical mentoring to Tier 1 Support Agents
- Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers implement, deploy and maintain the WalkMe products
- Author and review knowledge base content to drive support scalability and improve self-service capabilities
- Provide feedback within the organization about common or emerging issues that can be addressed before they become serious or widespread
- Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvement
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