Tier 2 Customer Software Support - Student Position

Description

Jifiti is a leading global fintech company that powers white-labeled embedded lending solutions for leading banks, lenders and merchants — including Barclays, RBC, Citizens Bank, FIS, Finastra, Ingenico, IKEA, and other financial and investment companies. We operate worldwide, mainly across the US and Europe, with a well-established solution and a mature market presence. We are looking for a Tier 2 Customer Software Support Student to join our global team of professionals and ensure our clients continue to receive exceptional service.

Responsibilities

• Effectively handle customer inquiries and reported issues through different channels, including phone, email, chat, and dedicated support systems.
• Address advanced technical tickets escalated from our Tier 1 or Project Manager teams.
• Provide timely and professional technical responses, including proactive updates throughout all phases of the case lifecycle.
• Develop a deep understanding of the company’s products and services to assist customers with more complex issues.
• Analyze and diagnose technical problems and provide effective solutions.
• Analyze logs, database queries, and HTML.
• Work with AI tools and scripting languages.
• Work with support software, CRM tools, ticketing systems (e.g., Zendesk), and other technical tools.
• Work according to defined processes and escalation protocols, escalating issues to higher levels when needed.
• Work with R&D teams on advanced escalated issues, reported bugs, and required scripts.
• Communicate effectively with other departments to maintain customer satisfaction.
• **Part-time position, offers flexible hours/shift

Requirements

• Currently enrolled as a second- or third-year student at a recognized academic institution, pursuing a degree in an exact science field (e.g., Computer Science, Mathematics, or Engineering), with at least one full year remaining until graduation - Must.
• Availability to work 3 days a week in a hybrid, shift-based role, including on-site shifts at the Modi’in office as well as evening shifts - Must.
• Availability to work on weekends.
• Service-oriented and passionate about providing exceptional professional service to our customers.
• Quick, self-motivated learner with strong analytical skills and experience working in a goal-oriented environment.
• Team player with a positive attitude and strong communication skills.
• Proven customer support experience - Advantage.
• Knowledge of Zendesk, SQL, and monitoring systems - Advantage.
• Native-level or excellent command of written and spoken English.