Customer Support Specialist

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.

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, preferablyin educational technology

Advanced level of the English language, both written and spoken

Problem-solving skills

Flexibility

Analytical thinking

Eagerness to learn

Result-oriented

Work Conditions

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