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
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
Problem-solving skills
Excellent communication skills
Flexibility
Analytical thinking
Attention to detail
Adaptability
Eagerness to learn
Result-oriented
This position operates on a rotational shift basis, including weekends and holidays.