Support Analyst at Rvops assisting clients with SaaS product inquiries and troubleshooting issues via various communication channels.
About the role
- Support Engineer providing customer support for Mixpanel users, resolving technical challenges and enhancing product decisions. Collaborating with the product team while mentoring new members in a hybrid work environment.
Responsibilities
- Become a Mixpanel product expert - you will help users understand our reports and features, help them use our APIs and SDKs, share best practices, and resolve account issues
- Respond to customer inquiries via Zendesk email, chat, Slack, and phone calls
- Investigate and document bugs and feature requests to share with our Product and Engineering teams
- Provide feedback regarding internal support processes, product functionality, and customer education resources to improve the customer experience
- Shape the product by regularly working closely with PM’s, engineers, and designers to incorporate customer learnings into change
Requirements
- Experience providing customer facing SAAS support (in customer support, professional services, technical account management or similar)
- Ability to communicate technical concepts effectively in a clear, friendly writing style
- Excellent problem-solving and analytical skills
- Programming experience, understanding of web & mobile technologies,s and interacting with APIs
- Experience with debugging and collaborating with engineering to resolve complex technical issues, especially with JavaScript, Python, or mobile technologies
- Ability to be resourceful and resilient when faced with ambiguity and new challenges
- Dedication to developing expertise in a complex and constantly evolving product
- Interest and aptitude to develop technical skills and learn new technologies
- Experience providing SLA based support and/or dedicated support to strategic customers
- Speak Hebrew and fluent English
Benefits
- Comprehensive Medical, Vision, and Dental Care
- Mental Wellness Benefit
- Generous Vacation Policy & Additional Company Holidays
- Enhanced Parental Leave
- Volunteer Time Off
- Additional US Benefits: Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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