Summary

We are looking to hire a Customer Support Specialist to join us in our mission to educate the world. The successful candidate will be responsible for providing essential support to customers throughout their online journey. This role involves providing guidance, assistance, and resources to help customers succeed, addressing their needs, and collaborating with other staff to ensure a positive and effective learning experience in the online environment.

ResponsibilitiesServe as the primary point of contact for customers seeking support, guidance, and assistance throughout their online learning experienceAddress and resolve customers' concerns promptly, fostering a positive and supportive online learning environmentRespond to and resolve customers’ queries accurately and in a timely manner, via calls, emails, or chat, ensuring that all interactions are within the agreed Service Level Agreement (SLA)Enhance customer satisfaction by assisting with problem solving and providing effective solutions for customersPerform duties in accordance with established practices, procedures, and standards, ensuring efficiency, with minimal supervisionIdentify customer needs and help them utilize specific featuresMonitor customer complaints on social media platforms and reach out to provide assistanceQualifications and Work ExperienceBachelor's degree in any relevant field2+ years of experience in chat and email support, preferably in educational technologyAdvanced level of the English language, both written and spokenBehavioral CompetenciesProblem-solving skillsExcellent communication skillsFlexibilityAnalytical thinkingAttention to detailAdaptabilityEagerness to learnResult-orientedWork ConditionsThis position operates on a rotational shift basis, including weekends and holidays.