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Position closed

Customer Support Agent

Product, Ramat Gan, Israel (Hybrid), September 5 2021

Description

Viber is one of the most popular apps in the world, and the most downloaded app to have come out of the start-up nation. Working at Viber is a unique opportunity to influence hundreds of millions of people using our messaging app.

We’re looking for a highly motivated Customer Support Agent to join the Viber Support team! 

The Support Team plays a key role in Viber’s operations by handling all communication between our customers, partners, and the various teams within the company to ensure high-quality service. 

As a Customer support agent, you will become an expert in one of our leading products and together with additional team members, you will interact with our customers and partners to support and resolve their reported inquiries and technical issues. 

*We’re implementing a hybrid work model 🙂

Responsibilities

  • Provide tier 2 support to Viber VoIP telco partners
  • Investigate and resolve technical issues reported by partners
  • Work together with tier 1 support agents to handle escalated cases and provide resolution 
  • Escalate reported issues to internal technical teams

Requirements

  • 1-2 years experience in technical support or a NOC department
  • Fluent English – Speaking and writing
  • Strong interpersonal skills and an ability to work in a team to meet personal and team goals
  • Proven data skills and work experience with monitoring tools such as DataDog, Solarwinds, or similar.
  • Technical knowledge in networking or IP telephony fields
  • SIP/SMPP/SS7 basic knowledge

About

At Rakuten Viber, we connect people–no matter who they are, or where they are from. As a communication platform that connects hundreds of millions of people around the world, we know that the way people communicate changes on an almost daily basis. That’s why we dedicate ourselves to providing added value to communication — from private and group chats to audio and video calls to the ability to follow and contact brands, businesses and celebrities. Viber is an all-in-one platform for everything communications-based, and all Viber communications are protected by end-to-end encryption. Viber is part of the Rakuten Group, a world leader in e-commerce and financial services.