Help Desk & Support Specialist

About the role

We are looking for a Help Desk & Support Specialist to be the front line of support for our healthcare customers. You will handle incoming tickets, troubleshoot issues, guide users through our platform, and ensure every interaction leaves the customer feeling heard and helped.

Key responsibilities

• Respond to support tickets through our built‑in support system.
• Diagnose and resolve technical problems for therapy organizations using our SaaS product.
• Categorize issues, escalate bugs to engineering, and track resolution.
• Build and maintain a knowledge‑base of common solutions and documentation.
• Develop deep product expertise and become a go‑to resource for customers and internal teams.

Required profile

• 1+ years of experience in customer support, help desk, or a client‑facing technical role.
• Fluent Hebrew (native level) and strong English communication skills.
• Excellent written communication with the ability to explain technical concepts clearly.
• Strong problem‑solving skills, patience and empathy.
• Comfort with SaaS products and web applications.

Required skills

• Experience with ticketing systems such as Zendesk, Freshdesk or Intercom.
• Basic technical knowledge of SQL.
• Familiarity with browser developer tools.
• Understanding of API basics.

What we offer

• Competitive salary.
• Hybrid work model – Holon office plus remote flexibility.
• Flexible working hours.
• Comprehensive health insurance.
• Clear career growth path into Customer Success, Product, or QA.
• Mentorship from experienced team members.