About Connecteam:

Connecteam is a TLV-based startup that’s on a mission to change the work experience for 80% of the world’s global workforce — the deskless workforce. Our all-in-one workforce management solution allows 36,000+ businesses all across the globe to easily communicate, operate and train their frontline employees.

The role:

This role is crucial for ensuring the smooth operation of our products and services by providing expert technical solutions to our customers. If you are passionate about technology, love solving problems, and are committed to delivering exceptional customer service, we would like to hear from you.

Key responsibilities:

• Oversee and optimize technical processes to ensure efficient and effective resolution of customer issues, aiming for first-contact resolution whenever possible.
• Analyze recurring customer issues to identify root causes and develop long-term solutions that reduce the incidence of these problems, improving overall customer satisfaction.
• Design and implement new support solutions and services, leveraging technology and innovative practices to enhance the customer experience.
• Collaborate with cross-functional teams, including product development and engineering, to provide insights on customer feedback and influence product improvements and feature development.
• Develop and maintain a comprehensive knowledge base and documentation that enables quick and accurate issue resolution and supports customer self-service options.
• Establish key performance indicators (KPIs) for the technical solution function, monitor performance against these metrics, and implement strategies for ongoing improvement.
• Stay abreast of industry trends, emerging technologies, and best practices in technical solutions to ensure our team remains at the forefront of the field.
• Facilitate regular training sessions for client facing teams to ensure they are equipped with the latest knowledge and skills required to support our products and services effectively.

What We’re Looking For:

• Bachelor's degree in Industrial Engineering, Information Technology, or a related field.
• 1-2 years of proven experience as a Solution Engineer is highly desirable.
• Strong analytical and problem-solving skills, with a proven ability to identify, analyze, and resolve complex technical issues.
• Excellent project management skills, with experience leading cross-functional initiatives to enhance product quality and customer satisfaction.
• Exceptional communication and interpersonal skills, capable of working effectively with both technical and non-technical stakeholders.
• Experience with API integrations.
• Fluency in English is a must.