The role will focus on support process ownership, quality reviews, operational follow-up, and continuous improvement initiatives. Working closely with support managers and team leaders, this position will help ensure that support standards are consistently applied, improvement actions are executed, and customer-facing operations continue to evolve and improve.
You will:
Case & escalation quality checks: Audit cases for handling quality, SLA adherence, and RMA compliance. On escalations specifically, check the fit between analysis and action – was the case properly diagnosed, and did the resulting action (response, RMA, R&D hand-off) match it?
KPI monitoring: Track KPIs in Salesforce and Tableau, spot anomalies, and turn the numbers into clear updates for managers.
Case trends & knowledge base: Analyze recurring issues and categorization patterns, feed them to R&D/Product/CS, and keep the knowledge base current – turning recurring resolutions into new KB articles.
Process support: Help keep support-process documentation on Confluence accurate and up to date.
Ad-hoc projects: Pick up the improvement tasks managers want done but don't have time for.
1-2 years' hands-on experience in a technical/customer support role (support teams, NOC, or similar) – a support background, not a general business-operations or analyst one.
Real familiarity with case queues, SLAs, and escalations gained from doing the work.
An analytical mindset and comfort with Salesforce; exposure to Tableau/PowerPoint/Confluence is a plus.
A process mindset – you think how do we stop this from happening again, not just how do we close this case.
Good written and verbal English; Hebrew is an advantage.
