Customer Support Executive (#14204021)

SPECIAL REFERRAL BONUS $1500
Location:
Remote, Dnipro, Vinnytsia, Zaporizhzhia, Lviv, Kyiv
Technical Level:
Middle
Job Category:
Customer Support
Project:
Good e-Learning

About the customer:
We are:

  • A fast growing, global player in the online training space, with multiple service offerings
  • A training company that delivers self-paced e-Learning for Business and IT Professionals
  • Market-leading LMS services provider for Blue Chip companies
  • Worldwide clients: HPE, Alvanon, Ikea, BMC, CSC, BSI and many more
  • A fun and exciting place to work, where no two days are the same

Requirements:

  • Customer Support Experience (1-2 Years)
  • B2B Corporate Experience (1-2 Years)
  • Excellent communication (written and oral) and presentation skills
  • The ability to meet deadlines and work calm under pressure
  • Previous experience with a support ticketing system (ideally ZenDesk)
  • Excellent Microsoft Excel skills
  • Testing experience (replicating user issues)
  • Good interpersonal and customer care skills
  • Good attention to detail and accurate record keeping
  • The ability to work well as part of a team and be able to make decisions independently
  • A pro-active approach to tasks, delivery focused
  • Strong relationship building skills, both internally & externally
  • Strong time-management and highly tuned organisation skills
  • Upper-Intermediate+ English
  • Previous experience with a CRM System (desirable)
  • Previous experience working with a Learning Management System (desirable)
  • Previous experience working within the online training and development industry (desirable)

Responsibilities:

  • Respond to and maintain Customer Support tickets
  • Escalate issues to the correct team/department/SME where necessary
  • Perform administrative tasks on cloud-based CRM system
  • Keep records of FAQs to spot common trends and underlying problems
  • Update self-help documents to add to the Knowledge Base, create internal process guides
  • Working with web team to identify problems and ways to improve
  • Replicate bugs related to courses, websites, or the LMS
  • Work with sales & finance to ensure customers receive licenses, extensions, invoices/receipts
  • Ensure content and technical issues are resolved to customer satisfaction
  • Maintain and regularly update spreadsheets and reports
  • Regular involvement in ad-hoc customer support projects and tasks

We offer:

  • Flexible hours approach
  • Competitive salary and compensation package
  • 18 business days of payable annual free-time
  • 10 days of paid sick leave
  • Membership of the IT-BPO club card, loyalty program.
  • Gym, Masseur, and Doctor
  • Relax zones

Professional growth:

  • Challenging tasks and projects
  • Individual Development Plan
  • Personal education budget
  • Performance appraisal
  • Business trips

Fun:

  • Corporate events and outstanding parties
  • Team buildings
  • Anniversary presents
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