Customer Support Specialist at LayerX

Tel Aviv, Tel-Aviv District, Israel -

Full Time

Start Date

Immediate

Expiry Date

11 Jul, 26

Salary

0.0

Posted On

12 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, SQL, Excel, Data Analysis, Customer Reporting, Troubleshooting, Network Communication, Cyber Security, Data Visualization, Communication Skills, Interpersonal Skills, Web Technologies, Project Management, Reporting, Customer Satisfaction

Industry

Computer and Network Security

Description

LayerX is seeking an experienced Tier-1 customer support specialist to join our team. This role will combine supporting our customer needs via support tickets as well as customer reporting & analysis. This unique combination will provide growth opportunities as well as significant room for impact. This role will include shifts in US Hours, Monday- Friday (not flexible), ideal for 4th year students LayerX Security LayerX’s user-first browser security platform turns any browser into the most protected & manageable workspace by providing real-time monitoring and governance over users’ activities on the web. We protect the enterprise’s applications, data, and devices from web-borne risks with near-zero impact on user experience. Our Values – What We Believe In: Autonomy and Empowerment – Our engineers are responsible for delivering impact all the way from idea through to design, architecture, infrastructure, and delivery to production. ⁠Openness and Transparency – There are no walls; we are all in this together. No Fear – We welcome working in new domains and learning new technologies. There are no disciplines; we do what it takes to succeed! ⁠Excellence – Using the best technologies and writing reliable, scalable, and robust components. Data Wins Arguments – We are data-driven and focused. Get the data and act on it! User Privacy – Protecting users and organizations is extremely important to us, and user privacy is a top priority as well. ⁠Friendship and Fun – Teamwork is at the center of our methodology. We work as a team on problems and challenges, and fun is a big part of that as well! Responsibilities Provide initial technical response to customer malfunctions and inquiries to clients via email, chat, and other direct messaging platforms, ensuring swift and effective resolution of issues. Diagnose and troubleshoot customer issues. Escalate unresolved issues to higher-level support as necessary. Collaborate with internal teams (Customer Success, R&D, Product, QA) to escalate and resolve complex technical challenges and ensure a high level of customer satisfaction. Perform various data analysis and customer reporting on an ongoing basis. Develop client-facing reports incorporating visual analysis elements such as graphs, charts and trends. Document technical issues and solutions for knowledge sharing and improvement of processes. Contribute to enhancing customer satisfaction by identifying recurring issues and suggesting process or product improvement. Stay updated on company products, services, and policies to provide accurate information to customers. Requirements Previous experience in a technical support or similar customer-facing role- must. Advanced knowledge of SQL and Excel functions- must. Technological orientation with a passion for learning and troubleshooting. Basic understanding of network communication and the cyber security domain. Excellent communication skills in English at a native language level (written and verbal). Ability to work in shifts, including during US working hours. Tech-savvy, resourceful, and eager to learn in a fast-paced environment. Excellent communication and interpersonal skills. Basic understanding of web technologies and security principles. Solid planning, priority setting, and project-management skills. Experience with data visualization tools.

Responsibilities

Provide technical support to customers via email and chat while diagnosing and resolving complex technical issues. Perform ongoing data analysis and create client-facing reports to improve customer satisfaction and product processes.