Tier 2 Customer Software Support - Student Position

We are looking for a Tier 2 Customer Software Support Student to join our global team of professionals and ensure our clients continue to receive exceptional service.

Responsibilities

Effectively handle customer inquiries and reported issues through different channels, including phone, email, chat, and dedicated support systems.

Address advanced technical tickets escalated from our Tier 1 or Project Manager teams.

Provide timely and professional technical responses, including proactive updates throughout all phases of the case lifecycle.

Develop a deep understanding of the company’s products and services to assist customers with more complex issues.

Analyze and diagnose technical problems and provide effective solutions.

Analyze logs, database queries, and HTML.

Work with AI tools and scripting languages.

Work with support software, CRM tools, ticketing systems (e.g., Zendesk), and other technical tools.

Work according to defined processes and escalation protocols, escalating issues to higher levels when needed.

Work with R&D teams on advanced escalated issues, reported bugs, and required scripts.

Communicate effectively with other departments to maintain customer satisfaction.

**Part-time position, offers flexible hours/shift

Requirements

Currently enrolled as a second- or third-year student at a recognized academic institution, pursuing a degree in an exact science field (e.g., Computer Science, Mathematics, or Engineering), with at least one full year remaining until graduation - Must.

Availability to work 3 days a week in a hybrid, shift-based role, including on-site shifts at the Modi’in office as well as evening shifts - Must.

Availability to work on weekends.

Service-oriented and passionate about providing exceptional professional service to our customers.