Position: Technical Support Tier 2 — EMEA
Company: Elementor
Experience required: 2y
Category: Support
English level: fluent
Published: 2021-03-01T00:00:00+02:00

Please submit your resume in English

As Elementor’s Tier 2 Technical Support Agent you will be part of our advanced technical response team. You will receive comprehensive technical training into Elementor’s technologies and products and will be involved, daily, in triage (review, analysis, and resolution) of complex technical issues, encountered and reported by our customers, via tickets and emails, using a continuously evolving set of cutting-edge tools.

The Tier 2 Technical Support agent is an advanced-level technical position, offering many opportunities to grow professionally, master and practice industry-leading methodologies and tools, and be involved with the cutting-edge technology that’s building the web of tomorrow.

Responsibilities:
- Be introduced to Elementor’s technology and learn about the different services we offer our customers
- Be trained on the inner workings of our tools, and become part of our select team of technical support experts
- Triage new customer requests and drive the best course of action for resolution
- Communicate with Elementor’s customers, and liaison their service requests to our professional teams
- Proactively engage with customers and assist in expanding their usage of our products
- Use different communication tools to enhance customer experience and maintain high availability of our support functions
- Collaborate with other team members and company departments to generate greater knowledge and contribute to an enhanced customer experience
- Build up your customer service skills and grow your professional expertise

Requirements:
- At least 2 years experience in Technical Support (Tier 1 or 2)
- Experience with WordPress, HTML, CSS and JavaScript
- Experience with web development and inspection tools
- Knowledge of PHP and other coding languages - an advantage 
- Knowledge of Web Applications
- Experience with Web Servers and infrastructure, hosting, cloud and SaaS - an advantage
- Web Design/Development background - an advantage
- Knowledge of Elementor tools - a major advantage
- Ability to analyze and solve complex technical problems
- Ability to fluently communicate complex technical ideas in English, in writing
- Ability to break down and guide through a technical process
- Ability to work under pressure
- Organised and methodical
- A team player that can also operate independently, in a work-from-home environment (offshore Israel)
- Exceptional courtesy, patience and overall a “people’s person”

This position is for candidates located in the area of EMEA only.