Helen Doron Educational Group Is Hiring A Tier 1 Technical Support

Join our team as a Tier 1 Technical Support Specialist and become the first line of assistance for our users, providing exceptional support across multiple systems and applications. 🚀

About the Role

We are seeking a customer-focused professional to join our HDC Support team, supporting end users in troubleshooting issues, navigating workflows, and maximizing the use of our systems, including mobile apps, Learning Management Systems, and Salesforce CRM.

What You Will Do

• Provide Tier 1 support to end users via various channels, ensuring quick and effective assistance
• Diagnose and troubleshoot issues, offering clear, step-by-step guidance
• Assist users in Salesforce CRM by helping with login, access, navigation, data entry, workflows, and addressing common questions
• Handle selected advanced Salesforce activities within guidelines and collaborate with the CRM team on complex problems
• Manage support tickets: review, clarify, prioritize, track progress, and communicate updates until resolution
• Escalate tickets to Tier 2 or relevant teams when necessary, ensuring proper documentation
• Create and update knowledge base articles and user documentation to empower users and improve support efficiency
• Support user training sessions and share best practices to enhance user expertise

What We Are Looking For

• Bachelor’s degree in a relevant field or equivalent practical experience in Tier 1 or application support
• Familiarity with Salesforce CRM and supporting users in daily CRM activities
• Strong troubleshooting skills paired with a service-oriented mindset
• Experience with ticketing systems: documenting, prioritizing, and escalating issues effectively
• Excellent communication skills in English and Hebrew
• Ability to work efficiently in a high-volume support environment

Nice to Have

• Experience supporting Salesforce users, including basic configuration tasks
• Experience with supporting mobile applications and/or LMS platforms

📍 Full-time position — On-site in Misgav

If you enjoy helping users, solving problems, and working with CRM processes in Salesforce, we would love to hear from you. Reach out with your CV at HR@helendorongroup.com. 🌟