Technical Support Representative – Front Team

Tel Aviv · Hourly

About The Position

Britannica Knowledge Systems is the leading provider of training management systems for the defense and aviation industries. Our systems help NASA, various armed forces, Boeing, and leading airlines ensure that their astronauts, fighter pilots, and army units stay operational, develop essential new knowledge within tight timelines and budgetary constraints.

 We have the stability of a large company and the spirit of a growth startup. We are changing the way that organizations handle their training operation. We are currently preparing for the largest, most diverse project of our company. It’s not every day that you get to provide a solution for the largest and most sophisticated organization in the world.

 Our customers implement the Fox training management system and utilize many different systems, each with different technology and distinct sets of data entities, which are required to integrate as part of the implementation of the Fox system.

 

 Our culture

A vibrant culture is a key to our company’s success and our employees’ happiness. At BKS, we do what it takes. We are driven to become experts. We are real. We have grit. Our core values drive our culture, and in turn, we achieve our vision.

 We are committed to an inclusive and diverse BKS. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse community. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer.

 

Role

We are looking for Technical Support Front Team Representatives – Tier 1 to join our Production Tech Support Department. Front Team is the first line of technical support and responsible for answering and resolving technical issues our customers encounter.

 The job includes decoding technical issues, working with Success Managers, Product and development departments delivering a customer solution. The position involves deep knowledge of the company's product, various log analyses, working with databases and operating systems. You will be in continuous contact with customers delivering regular updates, emergency response if needed, and work meetings, all in accordance with SLA.

 

Requirements

Requirements 

  • 1-year or more customer support. Experience with managing a large number of incoming requests.
  • Excellent command of English (speech and writing).
  • Strong communications skills, including phone communications and active listening.
  • Knowledge in Windows Server operating systems, IIS, and SQL servers.
  • Basic Knowledge in SQL.
  • Experience in technical support with global customers. - an advantage.
  • Cloud world knowledge (with emphasis on AWS) - an advantage.
  • Be part of a team and perform multiple tasks to achieve goals.
  • Technological affinity and self-learning ability
  • Critical thinking - Keeping Calm in the Face of Difficulties.


Employment Structure

 Work Shift: Shifts mode.

Work Week: Half Time (22 hours) / Full Time (45 hours). 5-6 shifts per week.

Overtime / Weekend Work Required: It may be necessary, given the business need, to work occasional overtime or weekends.

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