We are looking for a Customer Support Representative (*E-Learning ) to assist our clients with technical problems when using our E-Learning products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.
To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should be familiar with Moodle LMS software.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all maintenance period and after-sales procedures.

RESPONSIBILITIES:

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Management team
• Generate sales leads
• Go the extra mile to engage customers

REQUIREMENTS AND SKILLS:

• Experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Familiarity with Moodle LMS is a plus advantage
• Excellent communication and problem-solving skills
• Excellent English verbal and written skills
• Multi-tasking abilities
• Patience when handling tough cases
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• High school diploma or equivalent; college degree preferred
  
  

• A collaborative, creative, and inspiring working environment
• Opportunity to develop your professional career working with national and international organizations.
• Working environment that always hears your voice.
• Company low hierarchy and open-door policy.
• Opportunity to work with excellent team of people, grow your own competencies and learn.
• Proactivity and ability to learn about innovative tools and techniques.
• Flexible working hours, Monday through Friday from 8-9 AM to 4-5 PM. Weekends – Free.
• Hybrid working policy (you choose when you will come in the office)
• Choice of hardware

1. Why do you think you are suitable for this role?
2. Do you know what Moodle is?
3. Please provide the desired amount of salary you’d be happy to start with.