Customer Support Specialist

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.

Responsibilities

• Serve as the primary point of contact for customers seeking support, guidance, and assistance throughout their online learning experience
• Address and resolve customers' concerns promptly, fostering a positive and supportive online learning environment
• Respond 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 customers
• Perform duties in accordance with established practices, procedures, and standards, ensuring efficiency, with minimal supervision
• Identify customer needs and help them utilize specific features
• Monitor customer complaints on social media platforms and reach out to provide assistance

Qualifications and Work Experience

• Bachelor's degree in any relevant field
• 2+ years of experience in chat and email support, preferably in educational technology
• Advanced level of the English language, both written and spoken

Behavioral Competencies

• Problem-solving skills
• Excellent communication skills
• Flexibility
• Analytical thinking
• Attention to detail
• Adaptability
• Eagerness to learn
• Result-oriented

Work Conditions

• This position operates on a rotational shift basis, including weekends and holidays.