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.