Associate Client Success Specialist

hace 3 semanas

Bogota, Colombia Anthology, Inc. A tiempo completo

Associate Customer Support Specialist

Remote - Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

The Opportunity:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

Anthology Student Success brings virtualized support and technology enabled solutions to the world’s most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better educational experience for everyone by extending institutional resources to meet the growing demands of learners.

Primary responsibilities will include:

- Managing Tier 1 escalations
- Assisting Tier 1 staff in real time to provide coaching, guidance, and support to increase first call resolution rates and customer satisfaction
- Providing insights into specific trends at supported institutions to the Customer Success Associates and/or institutions on a regular basis
- Developing training and knowledge base material that could lead to a better experience for students and faculty
- Resolving end user inquiries by utilizing multiple technologies including telephony, chat, and web
- Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
- Managing and resolving identified client issues for assigned customer accounts
- Documenting information into web-based ticketing system
- Leading internal training programs to expand knowledge and support multiple clients
- Providing efficient and accurate resolution to customer inquiries
- Supporting all service delivery key priorities to perform successfully in customer satisfaction, and meet average handle time targets and resolution rates
- Utilizing reporting data to conduct analysis on trends, documenting and summarizing findings with clear, actionable steps for improvements
- Handling multiple job tasks at one time and escalating issues in a timely manner

Required skills/qualifications:

- High School diploma or equivalent
- At least 18 years old
- Excellent oral and written communication skills
- Ability to communicate clearly (both written and orally) with faculty, students, staff, and team members
- Ability to walk customers through outlines problem-solving processes using our knowledge base system
- Ability to as questions to determine the nature of the problem
- Knowledge and experience with building, configuring, and troubleshooting computers
- Analytical orientation with strong attention to detail
- Ability to work from home
- Ability to take inbound (voice) phone calls in a conversation-heavy environment
- Fluency in written and spoken English at CEF B2 level or above
- You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift
- Ability to accurately type at least 25 wpm
- Strong interpersonal skills and a very high degree of customer service work ethic
- Ability to perform remote troubleshooting
- Minimum Internet requirements
- Highspeed internet connection (Cable, Fiber, DSL)
- Mobile Broadband is not supported including satellite, wireless/cellular hotspot service, and point-to-point internet service
- 40 Mbps download
- 15 Mbps upload
- 100ms ping or less
- Jitter: 40ms or less
- Hardwired connection
- Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges

Preferred skills/qualifications:

- Some level of higher education completed
- Customer service or contact center experience
- Previous experience in the education industry and with e-learning technologies

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

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