Support

Customer Support Care

The JFrog Support Department is organized in a 24/7 follow the sun structure, handling and tackling inquiries coming from our prospects and customers. We are committed to highly responsive and quality answers.

In order to support our forever growing team, we are looking for our very own gatekeeper, Service Level Agreement fighter and cases defender.
Strategically positioned In the front line, the Customer Support Care will be the first contact with our customers seeking for technical assistance. Our support is email based, phone line is mostly used to report critical cases.

Responsibilities

With the help of BI and SalesForce tools, the Customer Support Care will be overlooking the Support Queue and be responsible for the following:

  • Taking incoming calls for our Support Emergency line
  • Monitoring incoming cases and apply protocol for critical inquiries
  • Triage of cases when unidentified by the system
  • Assignment of cases
  • Teams load monitoring and raising a red flag to Managers when a team’s queue is approaching overload
  • Monitor the Support sessions of the day and assist in scheduling critical sessions
  • Answer the Support phone line 
  • Manage the team’s shifts scheduling
  • Maintain the SwampDash dashboard displaying functions on shift 
  • Taking the shift from the previous Customer Support Care (Israel based) and handing over to the next Customer Support Care (India based), during handover sessions

 

Desired Skills and Experience

  • Service oriented and motivated by care
  • 2 years+ experience in an high tech company 
  • Warrior at heart! Experience in a stressful work environment
  • Customer facing experience - Desired
  • Impeccable English (verbal & written)
  • Great verbal and written communication skills 
  • Thorough understanding of prioritization and sense of urgency
  • Organized, meticulous, detail oriented
  • High level of commitment - every case needs to be handled optimally
  • Experience using SalesForce is a plus

Fill The Form To Apply

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