דרושים Retention Specialist

Work in a fast-paced call center environment and make outbound retention calls to existing clients who ask to quit and/or downgrade services on their account.

• Receive inbound retention requests from current clients or initiate proactive calls to clients with low usage, all in a high-intensity call center environment.
• Initiate calls to clients with past due fees in order to collect payment.
• Resolve drivers’ complaints / concerns through active listening, empathy and professionalism.
• Utilize proactive retention skills to turn requests for service termination or downgrades into engagement by identifying drivers’ needs.
• Increase drivers’ engagement and use.
• Identify and report systematic problems that could have negative impact on clients’ experience.
• Lead processes and projects in order to generate solutions to reduce client dissatisfaction.

• Minimum of 1-2 years of experience in a Call Center sales environment.
• Excellent computer skills, experience working with SAP and / or Sales Force.
• Experience in working in a goal-oriented environment.
• Strong oral communication skills.
• Excellent interpersonal skills to work effectively with teams throughout the organization.
• Ability to gain trust and confidence with clients.
• Ability to work independently.

Responsibilities:

• Provide hands-on technical support for hardware, software, systems, and services across the organization.
• Respond to IT incidents and service requests via helpdesk tickets, phone, email, or in-person.
• Troubleshoot and resolve issues in Windows and macOS environments.
• Manage user accounts and permissions in Microsoft Azure Active Directory.
• Set up and onboard new employees, including hardware provisioning and system access.
• Maintain IT asset inventory and ensure hardware/software is up to date.
• Support MDM platforms (e.g., Intune, Jamf) and enforce security policies.
• Assist in maintaining network infrastructure including Wi-Fi, switches, and firewalls.
• Escalate complex technical issues and follow through until resolution.
• Document technical procedures, solutions, and user interactions.
• Deliver excellent customer service and maintain a high level of user satisfaction.
• Be available for on-call support approximately once every three weeks, as part of the team’s shared responsibility for critical issues.

Requirements:

• 3+ years of hands-on experience in IT support within mid-to-large scale environments (400+ users).
• Deep knowledge of Microsoft Azure AD, including user management, permissions, roles, and group policies.
• Proven experience managing employee onboarding and offboarding processes, including hardware/software provisioning, access management, and deprovisioning.
• Proven knowledge and hands-on experience with SSO (Single Sign-On) solutions and proficiency with MDM platforms such as Intune, Jamf, or similar.
• Strong experience with Windows and macOS operating systems.
• Solid understanding of Google Workspace and Microsoft 365 administration.
• Familiarity with basic networking concepts (e.g. firewalls, switches, routing, Wi-Fi).
• Experience working with AI-based tools or platforms (e.g. AI assistants, automation bots, AI monitoring tools) – a strong advantage.
• Scripting or automation knowledge (e.g. Python) – an advantage.
• Exceptional troubleshooting and multitasking skills with a proactive mindset.
• Excellent interpersonal and communication skills – both written and verbal.
• Able to work independently, prioritize effectively, and remain calm under pressure.
• Relevant IT certifications (e.g. CompTIA, Microsoft, Apple, Cisco) – a plus.
• Fluent English – verbal and written proficiency is mandatory.

• Currently enrolled in a Bachelor's or Master's degree in Computer Science or a related technical field in Israel.
• Experience working with data structures or algorithms during coursework/projects, research, internships or practical experience in school or work (e.g., open-source coding).
• Coding experience in one of the following programming languages: Python, C, C++, Java, JavaScript.
  

• Relevant practical or internship experience (e.g., research assistant, teaching assistant, personal projects, etc.) with programming in either: C++, Java, Python or Go.
• Relevant practical or internship experience with one or more of the following: web application development, Unix/Linux, mobile application development, distributed and parallel systems, machine learning, information retrieval, natural language processing, networking, developing large software systems or security software development.
• Interest and ability to learn other coding languages as needed.
  
• Ability to complete a 26 week internship in Israel starting between March, April or May 2026.
• Currently enrolled in your penultimate/final year of education.
  

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact:

• Join the fastest growing team where experience meets cutting-edge solutions
• Build and cultivate strong customer relationships, driving business growth within the region.
• Partner with the core sales team to align customer strategies and engagements with Cortex and Cloud business objectives
• Take full ownership of leading strategic sales campaigns, sales forecasting, utilizing in-depth knowledge of sales cycles from initial contact through procurement
• Engage in deep technical discussions beyond standard sales presentations and pitches; while translating complex technical cybersecurity solutions into clear business value propositions for customers
• Collaborate closely with cross-functional teams, including sales engineers, to provide tailored customer-centric solutions
• Partner with Alliances to develop joint strategies, enhance customer engagement and deliver innovative solutions for existing and prospective clients
• Travel domestically as needed to meet with customers and attend key business events

Your Experience

• 5+ years of field sales experience focusing on key customer accounts and delivering value to Enterprise or Major-level accounts
• Extensive platform selling experience in complex sales with multiple buying centers
• Experience selling Cybersecurity, SIEM, EDR or CNAPP (DevSecOps, CloudOps) solutions is highly preferred
• Established trusted relationships with CIOs and CISOs with the ability to influence and drive strategic conversations
• Expertise in applying complex solution sales methodologies to drive results
• Experience working with channel partners and a deep understanding of a channel-centric go-to-market strategy
• Demonstrated ability to thrive in a fast-paced, high-growth startup environment while collaborating effectively with sales engineers and cross-functional teams
• Experience operating in a continuous adoption, expansion, and upsell sales motion within a matrixed sales organization is preferred
• Willingness to travel domestically as necessary to meet business needs

All your information will be kept confidential according to EEO guidelines.