Customer Support Specialist
Role Description
We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.
You should also have an interest in software and e-learning technologies. Top candidates will also have good interpersonal skills with an affinity for excellent customer service.
Responsibilities:
1. To receive all the tickets that come to our support channel.
2. Verify and update the information in the ticket.
3. Assess the tickets and decide whether they have to be escalated.
4. Follow up on the escalated ticket until it is closed.
5. Documentation processes (creation of RTD articles, creation of Zoho articles, creation of Zoho templates, and creation of videos or any other resources that contribute to the knowledge base).
6. Respond to the customer (in all cases, with some exceptions that will be notified). After this, mark the ticket as resolved.
7. Support project management as required as requested, such as meetings, forums, town halls, training, surveys, certification projects, feedback sessions, Open edX community meetings, and projects, etc.
Requirements:
* Minimum 1 year of experience in a customer support role.
* Minimum 6 months interacting with clients in English.
* Professional English level B2+ (writing and speaking).
* Management of customer service platform (Zoho desk, Zendesk, Remedy, etc).
* Desirable experience with the e-learning or software development industry.
Skills
* Strong analytical and problem-solving
* Excellent interpersonal skills
* Self-directed learning
* Team player
* Autonomous and objective-driven person
What we offer
This is a great opportunity to be part of a top-level and skilled team where you can grow your skills and make a positive difference in this world!
* Enjoy a flexible schedule and work autonomy ⏰
* Monthly remuneration of 780 USD
* Remote work
Main benefits
* Work from wherever you want
* Online training and training allowance
* Individual Savings Plan
* Wellness and health plan
About us
Since 2013, eduNEXT has been challenged to offer organizations around the world the best educational technology solutions based on Open edX.
Our Mission
Our Mission is to enable organizations around the world to offer high-quality learning experiences as a principle to improve people's quality of life; we provide solutions to build successful online learning initiatives.
Our culture
Our Culture is flexible, with a modern and relaxed work environment. We value trust, autonomous and responsible work, and open communication.
Headquarters
Our main office is in Bogotá, but our team members are located in the United States, Mexico, Panamá, Perú, Venezuela, the Philippines, and different cities in Colombia.
