סקירה כללית
LayerX is seeking an experienced Tier-1 customer support specialist to join our team. This role will combine supporting our customer needs via support tickets as well as customer reporting & analysis. This unique combination will provide growth opportunities as well as significant room for impact. This role will include shifts in US Hours, Monday- Friday (not flexible), ideal for 4th year students LayerX Security: LayerX’s user-first browser security platform turns any browser into the most protected & manageable workspace by providing real-time monitoring and governance over users’ activities on the web. We protect the enterprise’s applications, data, and devices from web-borne risks with near-zero impact on user experience. Our Values – What We Believe In: * Autonomy and Empowerment – Our engineers are responsible for delivering impact all the way from idea through to design, architecture, infrastructure, and delivery to production. * Openness and Transparency – There are no walls; we are all in this together. * No Fear – We welcome working in new domains and learning new technologies. There are no disciplines; we do what it takes to succeed! * Excellence – Using the best technologies and writing reliable, scalable, and robust components. * Data Wins Arguments – We are data-driven and focused. Get the data and act on it! * User Privacy – Protecting users and organizations is extremely important to us, and user privacy is a top priority as well. * Friendship and Fun – Teamwork is at the center of our methodology. We work as a team on problems and challenges, and fun is a big part of that as well! Responsibilities: * Provide initial technical response to customer malfunctions and inquiries to clients via email, chat, and other direct messaging platforms, ensuring swift and effective resolution of issues. * Diagnose and troubleshoot customer issues. * Escalate unresolved issues to higher-level support as necessary. * Collaborate with internal teams (Customer Success, R&D, Product, QA) to escalate and resolve complex technical challenges and ensure a high level of customer satisfaction. * Perform various data analysis and customer reporting on an ongoing basis. * Develop client-facing reports incorporating visual analysis elements such as graphs, charts and trends. * Document technical issues and solutions for knowledge sharing and improvement of processes. * Contribute to enhancing customer satisfaction by identifying recurring issues and suggesting process or product improvement. * Stay updated on company products, services, and policies to provide accurate information to customers. Requirements: * Previous experience in a technical support or similar customer-facing role- must. * Advanced knowledge of SQL and Excel functions- must. * Technological orientation with a passion for learning and troubleshooting. * Basic understanding of network communication and the cyber security domain. * Excellent communication skills in English at a native language level (written and verbal). * Ability to work in shifts, including during US working hours. * Tech-savvy, resourceful, and eager to learn in a fast-paced environment. * Excellent communication and interpersonal skills. * Basic understanding of web technologies and security principles. * Solid planning, priority setting, and project-management skills. * Experience with data visualization tools.
דרישות המשרה
* Provide initial technical response to customer malfunctions and inquiries to clients via email, chat, and other direct messaging platforms, ensuring swift and effective resolution of issues. * Diagnose and troubleshoot customer issues. * Escalate unresolved issues to higher-level support as necessary. * Collaborate with internal teams (Customer Success, R&D, Product, QA) to escalate and resolve
