We are looking for a talented and dedicated Customer Support Representative to join our team and provide our clients with an AMAZING customer experience. Your primary responsibility will be to provide guidance and basic/complex troubleshooting to our customers regarding our products. You will serve as the primary point of contact for our customers and are expected to deliver a personalized and informative support experience through your deep knowledge of our products. The ultimate goal is to provide our clients with exceptional support and outstanding customer service experiences. 

You will:

• Serve as the first point of contact for customers' inquiries or technical issues with our products or services via live chat and email. 
• Resolve basic and complex issues in various product areas, requiring highly customized responses and advanced troubleshooting skills. 
• Collaborate with Support, CSM, Sales and other departments. 
• Identify and analyze customer pain points, feature requests or other feedback to share with our Product and Engineering teams. 
• Constantly improve your knowledge and technical skills with product updates, policy changes, user feedback or any known issues. 
• Identify and escalate complex technical issues to our Solution Engineers. 
• Maintain a positive and professional attitude when interacting with customers to ensure a flawless customer experience. 
• Track and document customer interactions and resolution details. 
• Help create and maintain our internal and external Knowledge base according to customer needs. 

Requirements

You are:

• A self Learner: You are a fast learner who can quickly absorb new information while paying attention to both small issues and the big picture 
• Self-motivated and Proactive: You will excel in a fast-paced work environment that utilizes agile methodologies. You will be faced with daily challenges to provide optimal solutions 
• A person who gets stuff done: You're tech savvy with a can-do attitude, impeccable integrity, and organizational standards
• Adaptable: You are comfortable with change, and unafraid to take initiative. You understand how to deliver consistent performance and make meaningful contributions during changes in customer demand and priorities. 
• Team player: you recognize that collaboration is the key to success. You’ll work regularly with Product, R&D, and Marketing in addition to your sales colleagues to help improve the product
• Great Communicator: You can provide solutions to diverse audiences in various ways using your creative, innovative, and resourceful skills. 
• Coachable: You are constantly looking to better yourself both personally and professionally. 

Requirements

• 1 year of experience in technical support or customer service role is a must
• SAAS company background is a must 
• Experience with Jira is a must 
• Exceptional communication and presentation skills
• A star in investigating unexpected technical issues and determining the cause
• Ability to effectively prioritize tasks and manage time, even under high-pressure situations
• Attention to detail, highly organized.
• Proactive mindset 
• Ability to work under pressure
• Customers obsessed with a “can do” approach
• A quick learner and adaptable 
• Willingness to work in a fast-paced environment

Monday- Friday 9:00AM-6:00PM

Why Lusha?

Lusha connects you to your most relevant potential customers by creating products that provide access to meaningful and insightful B2B data. We offer ways to leverage data for better, smarter and faster conversions at every stage of the customer journey. Lusha was named Top 100 G2 Best Software Company and Top 100 Fastest-Growing product in 2020. Based in the center of Tel Aviv and in Boston’s Back Bay, Lusha is a fast-growing startup that offers its 300+ employees the opportunity to take an active role in shaping the future of the company. While all of us are dedicated to that mission, we surely know how to have a good time.