Customer Success Executive
October 20
Description
• As a Customer Support Executive, you will play a vital role in ensuring our customers have a seamless learning experience and receive excellent support throughout their journey. • Respond to customer inquiries via written channels such as email and live chat promptly and professionally. • Provide technical support and troubleshoot course access, platform navigation, and account management issues. • Guide customers in selecting appropriate courses based on their requirements and career goals. • Assist customers in understanding complex DevOps and cloud concepts and provide clarifications on course content. • Collaborate with the content team to stay updated on course updates, new releases, and industry trends. • Document and track customer interactions and resolutions accurately in our CRM system. • Escalate unresolved issues to the appropriate internal teams and follow up to ensure timely resolution. • Proactively identify opportunities for improving the customer support process and contribute to implementing effective solutions. • Collaborate with cross-functional teams, including Sales and Technical Support, to ensure a seamless customer experience. • Stay informed about industry trends, advancements, and best practices in DevOps and cloud technologies to better assist customers.
Requirements
• Minimum of 3 years of experience in customer support, preferably in the e-learning industry or a technology-related field. • Excellent oral and written communication skills with the ability to articulate complex technical concepts clearly and concisely. • Outstanding problem-solving and troubleshooting skills with a customer-centric approach. • Experience working with CRM systems and ticketing tools to manage customer interactions and provide efficient support. • Proven ability to handle multiple tasks and prioritize effectively in a fast-paced environment. • Strong organizational skills and attention to detail to ensure accurate documentation of customer interactions and resolutions. • Ability to work independently and as part of a team, demonstrating a collaborative and proactive attitude. • Flexibility to work weekends, holidays, and night shifts to accommodate customer needs or participate in team projects.
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