Technical Customer Support Specialist
MATICS seeks a highly committed, experienced Technical Customer Support Specialist to join our company,
About MATICS:
MATICS is a leading company specializing in Digital Transformation for manufacturers. We pride ourselves on delivering exceptional customer experiences and providing innovative solutions to our global customers, such as Kraft Heinz, Ipackchem, PepsiCo SodaStream, Nestle, and more.
We are making a big impact, simple
Overview:
We are seeking a highly motivated and customer-centric Technical Customer Support Specialist to join our growing team. In this role, you will be the first line of communication with our customers, ensuring their technical and operational issues are resolved efficiently and effectively. As a critical member of our Customer Care Group, you will play a key role in driving customer satisfaction, retention, and success by delivering timely and professional support. This position offers the opportunity to shape support processes, contribute to customer success strategies, and provide insights for product improvements.
Responsibilities:
As a focal point for our customers, you will need to improve our overall customers’ experience by analyzing and supporting their knowledge transfer tools and constantly looking for solutions to problems by providing fast and professional responses. You will have to:
Gain expertise in Matics product and system to troubleshoot product, infrastructure (servers, DB), and communication (routers) issues
Respond to technical support inquiries quickly and accurately via chat and JIRA
Take ownership of both local and international customer-reported issues end-to-end
Work collaboratively with sales, success, and other teams to ensure smooth operation and the best experience for our customers
Work closely with Product and R&D teams to improve products researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
Demonstrate strong communication skills and ability to develop strategic ongoing customer relationships
Requirements:
B.Sc Computer Science / B.Sc Industrial Engineering - Advantage
2+ years of proven experience in technical customer support
TCP/IP network and WIFI MESH deployment understanding
Experience with SQL queries
Experience with JIRA or another ticketing system
Customer-oriented
Have genuine curiosity and passion for solving problems and making customers happy
Self-motivated, a team player with a high level of dedication
Fast learner, with strong analytical and problem-solving skills
Strong multitasking and prioritization skills
Excellent interpersonal and communication skills (written & verbal) in both English and Hebrew
Advantage:
- Multiple languages – Spanish, Italian, German
Linux – basic knowledge
Interfaces & mapping understanding
Working with industrial or manufacturing segment
Familiar with working with Raspberry Pi
What we offer:
Matics is a workplace that encourages an open culture. Everyone is a hands-on contributor and feels comfortable sharing ideas and opinions. We are passionate about innovation and striving for success.
Our offices are located in Matam – Haifa