Technical Support Agent
Posted 22 days ago · 0 applicants
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The role in plain words
This role involves providing technical support to global clients via phone, email, and chat. You will diagnose hardware and software issues, manage support tickets, and use AI-powered tools to improve troubleshooting and resolution times. The position also requires collaborating with other teams and documenting solutions in a knowledge base.
- Strong technical troubleshooting and problem-solving skills
- Ability to quickly learn and adapt to new technologies, including AI-based tools
- Experience working with ticketing systems and basic understanding of networks
- Excellent communication skills in English
- Customer-focused mindset with a proactive and solution-oriented approach
- Experience with AI tools, automation platforms, or data analysis
Extracted from the job description · kept up to date automatically
Who this suits
This role suits individuals with strong technical troubleshooting skills, excellent English communication, and the flexibility to work rotating 24/7 shifts, including overnights and weekends. It is less ideal for those who cannot work irregular hours or who prefer a fully remote work environment.
Full job description
Original listing · kept for referenceDragontail Systems is a dynamic and innovative company that is revolutionizing restaurant technology. At Dragontail Systems, you'll have the opportunity to work on innovative technologies in an environment that values growth and collaboration.
About the Role
As a Technical Support Agent, you will play a key role in delivering high-quality technical support to our global clients. You will work in a modern, AI-enhanced support environment, leveraging advanced tools to diagnose issues, improve response times, and drive smarter support processes.
This role combines hands-on technical troubleshooting with the use of automation, data insights, and AI-driven systems to continuously improve the customer experience.
Work Schedule
• Hourly position
• Hybrid (Ramat Gan)
• Rotating shifts as part of a 24/7 support operation
• Availability to work overnight, weekend, and holiday shifts is mandatory
Responsibilities
• Provide prompt and professional support to clients via phone, email, and chat
• Diagnose and resolve technical hardware and software issues efficiently
• Leverage AI-powered tools and automation systems to identify patterns, accelerate troubleshooting, and improve resolution times
• Monitor and manage support tickets, ensuring timely updates and clear communication with clients
• Escalate complex or unresolved issues to relevant teams while maintaining ownership of the customer experience
• Contribute to and maintain an accurate, up-to-date knowledge base, including documenting solutions and AI-assisted insights
• Continuously learn and adapt to new technologies, including AI-driven support platforms and workflows
• Collaborate with cross-functional teams to improve support processes and reduce recurring issues through data-driven insights
Requirements
• Strong technical troubleshooting and problem-solving skills
• Ability to quickly learn and adapt to new technologies, including AI-based tools
• Experience working with ticketing systems and basic understanding of networks
• Excellent communication skills in English (mandatory)
• Customer-focused mindset with a proactive and solution-oriented approach
• Availability to work rotating shifts, including overnight, weekend, and holiday shifts, as part of a 24/7 support operation.
• Experience with AI tools, automation platforms, or data analysis — an advantage
Questions about this role
- This listing did not state a salary. We only show pay when the employer publishes it.
- Hybrid
- Strong technical troubleshooting and problem-solving skills, Ability to quickly learn and adapt to new technologies, including AI-based tools, Experience working with ticketing systems and basic understanding of networks, Excellent communication skills in English, Customer-focused mindset with a proactive and solution-oriented approach