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Customer Support Specialist
hace 3 meses
Customer Support Specialist
About us
Since 2013, eduNEXT has been challenged to offer organizations around the world the best educational technology solutions based on Open edX
Our MissionOur 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.
Role Description
We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
Responsibilities:
- To receive all the tickets that come to our support channel.
- Verify and update the information in the ticket.
- Assess the tickets and decide whether they have to be escalated.
- Follow up on the escalated ticket until it is closed.
- 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).
- Respond to the customer (in all cases, with some exceptions that will be notified). After this, mark the ticket as resolved.
- Support project management as required as requested such as meetings, forums, town hall, trainings, 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 elearning or software development industry.
Skills
- Strong analytical and problemsolving
- Excellent interpersonal skills
Selfdirected learning Team player Autonomous and objectivedriven 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 2,500,000 COP
- Remote work
Main benefits
- Work from wherever you want
- Online training and training allowance
- Individual Savings Plan
- Wellness and health plan
Tipo de puesto:
Tiempo completo, Indefinido
Salario:
$ $ al mes
Pregunta(s) de postulación:
- Do you have experience with any of these customer service platforms: Zoho desk, zendesk, or Remedy?
- What is your English level?
- What is your salary aspiration (COP /USD)?
- How much experience do you have in a customer support or customer service role?
- Have you had experience in the last few months with English speaking customers?
