Customer Support Specialist

Role description

Responsibilities

• Respond to inquiries through email, chat, and other channels with timely, clear, and accurate information.
• Resolve basic technical issues involving applications or learning platforms, guide users through forms and processes, and escalate complex concerns.
• Track and document support interactions, monitor common issues, and share feedback to improve participant experience.
• Maintain customer satisfaction and contribute to a positive, inclusive community.

Qualifications

• Strong customer support and customer satisfaction skills, with responsiveness and empathy.
• Solid interpersonal skills to communicate clearly, build rapport, and handle diverse participant needs.
• Technical support capabilities for basic platform access, forms, and troubleshooting.
• Analytical skills to identify recurring issues, prioritize requests, and suggest process improvements.

Beneficial qualifications

• Experience in education or training services is beneficial.
• Proficiency with common productivity and communication tools is beneficial.
• Strong written and verbal English communication is beneficial.
• Ability to work independently within a hybrid work environment is beneficial.