Customer Support Specialist

Spark Hire is known for being the top rated video interviewing platform (based on G2.com reviews) and has recently expanded to become the most comprehensive and flexible hiring solution for small and medium sized organizations. With the acquisitions of an ATS and Assessment platform, Spark Hire is a complete Talent Acquisition Suite designed to spark meaningful connections between talented individuals and organizations. 

Spark Hire is currently seeking a Customer Support Specialist. As the first point of contact for our customers, the Customer Support Specialist is responsible for providing exceptional customer support through direct communication to solve problems, answer questions, and give advice and support. 

Who we are looking for:

The most important requirement is that you care about the experience of others. You're the type of person that would go above and beyond to resolve client issues. Friendliness and patience are necessary personality traits. You are confident with yourself and you can stay calm when customers are upset.

You will also need to be able to independently organize and prioritize tasks and schedules. You are a driven person, no one needs to push you to excel, it’s just who you are. This isn’t a fit for anyone who’s OK with things falling through the cracks.

• Communicate with customers via live chat or video calls to answer questions and troubleshoot problems. 
• Handle complaints, provide appropriate solutions and workaround alternatives within the SLA time limits.
• Demonstrate and assist customers with using product features and functionalities.
• Stay up to date and educate customers about new features.
• Follow up with customers to ensure resolution and satisfaction. 
• Report and manage bug tickets using the relevant services and tools.
• Collect and present user feedback to product management to influence development priorities and future road-map.
• Contribute to team projects by accomplishing related tasks as needed.

• Proficiency in English and Hebrew – a must.
• Previous experience supporting customers – a must.
• Service oriented: ability to adapt/respond to different types of characters, excellent human relations, ability to work under pressure, prioritize and multitask.
• Strong technical orientation.
• Excellent communication and troubleshooting skills.

Nice to have:

• Previous experience working with a SaaS product.
• Experience with live chat support.
• High level of organization and great attention to detail.
• Familiarity with REST API and HTML is a big advantage.