Eli Dushinsky Email & Phone Number

Tel Aviv District, Israel

* Serving as the main point of contact for escalated issues within monday.com's Customer Experience Technical Support team.*Collaborating with multiple departments, I serve as a link between support agents and R&D teams, addressing software malfunctions, forecasting and identifying trends, responding to complex technical customer inquiries, and facilitating the implementation of solutions.* My expertise is focused on a specific aspect of our product—Billing and Payments—where I am recognized as the Subject Matter Expert (SME). In this capacity, I keep a close eye on recurring issues, and I relay these findings to our engineering and product development teams to inform improvements.* This role requires highly developed analytical skills to assess complex scenarios, discern key connections, and develop inventive solutions for effective problem resolution.

Kfar Sava, Israel

• Leading Support Ops, guaranteeing smooth communication and resolution of technical issues.• Constructing and maintaining the self-served support KB dashboard/documents• Assisting with technical onboarding processes.• Deploying strategies aimed at reducing the backlog of tickets and tasks.

Holon, Tel Aviv, Israel

• Providing world-class support to Dealhub Customers, CSM & Sales Ops teams • Resolving configuration, implementations, and integration issues• Dealhub's Subject Matter Expert and the go-to authority for Technology and Solution-related mattersAs a Senior Technical Support Engineer, I provide enterprise-level assistance to customers using Dealhub's B2B SaaS platform from initial response to full resolution. I assist in onboarding new clients and handle HubSpot/Salesforce/MSD/Freshworks integration and troubleshooting of CRM issues. (Salesforce Admin Certificate)I initiate escalations, collaborations, and feature requests with R&D and the Product team while providing advisory services for best implementation practices to meet our client's dynamic business scenarios. I updated the platform's knowledge base with professional articles. Additionally, I maintain close business relationships with VIP clients, monitor their active usage and adoption of the product, and I play a pivotal role in training and mentoring new support engineers, overseeing their advancement while acting as the primary point of contact for escalated cases.

Herzliyya, Tel Aviv, Israel

• Coordinating account, sales, CSM managers, & developers to find creative solutions to clients issues led all communication aspects (Salesforce, Slack, Asana, Zoom)• Creating tools for support teams, to perfect the quality of service & best practices • Creating internal documentation for new products and improving internal processes (Guru)• Solving as many tech support issues as possible without escalating to R&D• Identify & follow up on bugs to deliver the resolution to the customers (Jira)• Deep data analysis to reconcile reporting discrepancies between different reporting platforms (BiqQuery, Looker, AWS, Druid)• Provide best of bread technical resolution troubleshooting after deep analysis & investigations • Representing Support needs in new product lifecycles to improve the quality and the debugging capabilities • Train new support engineers, account managers, and Customer Success Managers• Assisted with technical pre and post-sales activities

Tel Aviv, Israel

• Providing support to leading Ad Tech companies, Advertisers, Ad networks, Partners, [Google/Amazon/Snapchat]• Comprehensive end-user support via phone, chat, & email• Maintain accurate customer data/status in Zendesk, Jira, & Salesforce• Triage for escalations to R&D, preparing tickets, reproducing customer issues• Drive support requests to a quick resolution, accountable for ticket ownership & satisfaction• Support the Account Management and Sales teams with technical expertise and experience• Preserving TUNE's industry-leading customer satisfaction rate & reputation for doing anything to delight our customers

Tel Aviv, Israel

• Supporting the Affiliate Marketing Platform, providing an infrastructure for Affiliate networks• Troubleshoot customer tracking implementation issues• Reconcile reporting discrepancies between different reporting platforms• Solve our customer's issues while implementing TUNE`s SDK to their mobile apps• Assist clients to implement complex individualized marketing scenarios• Engage in resolving clients API issues• Ensure that the support team solves as many issues as possible without escalating them

Tel Aviv, Israel

• Developing customization & design of technical solutions for commercial customers• Addressing government tenders [Military, Health & Transportation]• Supporting clients mobile websites issues • Project integrations,working with top-level managers of Ministry of Health / Israel RailwaysBusiness Development – working with public sector [MFA / IDF/ Ministry of Health]

Ra'Anana, Israel

Member of LivePerson Customer Support.• Providing system & application technical support while ensuring that all service level agreements and customer satisfaction goals are achieved.• Responsible for customer interactions/communications while being the support liaison between customer, Product-Management, R&D and Business units.

Jerusalem, Israel

System Engineer In Delivery department integrating End2End solutions for payTV sites. • Managing product life cycle from planning to implementation • WH/SW requirements, integration testing in labs for compression systems & STB's• Work with PM/R&D/ 3rd party HW manufacturers & Satellite/Cable/Internet-TV operators • Systems included: Linux servers, shared storage, security• Cryptography protocols, data communication networks & Oracle databases• Providing 3rd tier technical support for 11 sites worldwide (Asia/Europe/Africa) Product manager For an NDS product providing monitoring interfaces for all NDS Headend systems • Defining product strategy & roadmap• Writing configuration documents & User Acceptance Tests for new features• Specifying, analysing & controlling software requirements delivered to R&D • Version control, releases, installations & configurations at local sites• Managing the outsourcing of the "product management' to the NDS branch in India

Jerusalem

Product Manager For an NDS product providing monitoring interfaces for all NDS Headend systems • Defining product strategy & roadmap• Writing configuration documents & User Acceptance Tests for new features• Specifying, analysing & controlling software requirements delivered to R&D • Version control, releases, installations & configurations at local sites• Managing the outsourcing of the "product management' to the NDS branch in IndiaSystem Engineer In Delivery department integrating End2End solutions for payTV sites. • Managing product life cycle from planning to implementation • WH/SW requirements, integration testing in labs for compression systems & STB's • Work with PM/R&D/ 3rd party HW manufacturers & Satellite/Cable/Internet-TV operators • Systems included: Linux servers, shared storage, security • Cryptography protocols, data communication networks & Oracle databases • Providing 3rd tier technical support for 11 sites worldwide (Asia/Europe/Africa) Product manager For an NDS product providing monitoring interfaces for all NDS Headend systems • Defining product strategy & roadmap • Writing configuration documents & User Acceptance Tests for new features • Specifying, analyzing & controlling software requirements delivered to R&D • Version control, releases, installations & configurations at local sites • Managing the outsourcing of the "product management" to the NDS branch in India

Master Of Business Administration (M.B.A.), Management Information Systems

Bachelor Of Business Administration (B.A.), Logistics And Economics, (96) 'Cum-Laude'

Worked at the Universities center infrastructures telecommunications and information systems providing support Lms"r ( first aid center.

Bachelor'S Degree (B.A.), Business Administration, 'Cum-Laude'