Posted 5 months ago

Technical Support Engineer

Tel AvivOn-siteFull-time

AI Summary

Technical Support Engineer at WalkMe serves as the trusted point of contact for customers, owning end-to-end support from sales through renewals and driving high satisfaction and SLA adherence.

About this role

WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.

Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's intuitive digital adoption platform.

As a Technical Support Engineer, you will report to the Support Manager. You will be the trusted point of contact for WalkMe's portfolio of customers, beginning from the point of sale and extending through onboarding, project success, and renewals. As a Technical Support Engineer, you will play a crucial role in delivering prompt and effective solutions to our customers, ensuring we meet our Service Level Agreements (SLAs) and achieve high customer satisfaction. Additionally, you will actively contribute to our knowledge base and customer community, enhancing the overall customer experience.

What You'll Own

Communicate with customers via email, live chat, and screen shares.

Act as a trusted advisor to our customers, promoting product knowledge and self-sufficiency.

Develop in-depth knowledge of our products and their features.

Engage with customers to understand and fulfil their goals with our solutions.

Apply and share best practices for optimal use of our products.

Innovate and propose ideas for enhancing the overall customer experience.

What You'll Need to Succeed

1.5+ year experience in software support or customer service.

Fluent in English (verbal and written).

Problem-solving skills with a customer-first approach.

Knowledge of HTML, jQuery, CSS (please specify your level).

Experience in various communication formats (written, live chat, conference calls, in-person).

Ability to grasp and articulate new technologies quickly.

Proficient in using application logs, browser dev tools, and other diagnostic tools.

Independent and teamwork capabilities.

Poise and articulation in challenging customer interactions.

Availability to work onsite at the Tel Aviv WalkMe office 3 times a week.

**Please note - Working days are Monday - Friday

Skills

Application LogsBrowser Dev ToolsCSSDiagnostic ToolsHTMLJQueryScreen Sharing

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