You will handle desk tickets, live chat sessions, and email support while also contributing to projects aimed at improving our customer experience.
Job Responsibilities
Desk Tickets:
- Maintain comprehensive documentation in the CRM system for consistency.
- Resolve Tier 0 and Tier 1 help desk tickets efficiently and close them promptly.
- Escalate Tier 2 and 3 support tickets to appropriate service partners, ensuring clear communication with customers on resolution timelines.
- Manage and categorize SPAM tickets and emails.
- Reconcile B2C and B2B payment tickets (Stripe, AuthNet, PayPal), escalating issues to management as necessary.
- Handle Inquiry Contact Forms, providing initial assistance before transferring to the sales team.
- Manage customer cancellations and retention efforts, collaborating with relevant departments.
- Address course ratings below 4 stars, gather feedback for improvements and inform the content team.
- Process paid PayPal invoices and scholarship applications when required.
Chat Support:
- Provide timely assistance to customers via live chat, offering product information, resolving complaints, and aiding with basic troubleshooting.
- Guide customers on website navigation, subscriptions, and course recommendations.
- Transfer relevant inquiries to the Sales team and set tasks for discount/promotion requests.
- Encourage subscription upgrades and maintain high customer feedback ratings.
Email Support:
- Respond promptly and professionally to all customer emails.
- Escalate issues as needed, providing context for resolution.
- Manage email inboxes and document all correspondence in the CRM.
Additional Responsibilities:
- Assist with basic onboarding of new Training and Access clients when necessary.
- Monitor and follow up on annual subscription renewals.
- Identify sales opportunities from reports and abandoned carts, transferring leads to the Sales team.
- Contribute to special projects and attend weekly meetings.
- Proactively raise customer issues and propose solutions to management.
- Develop and uphold Customer Service procedures and standards, documenting processes for continuous improvement.
- Maintain accurate customer records across company applications.
- Draft and distribute mass emails to subscribers on relevant topics.
Requirements
- Previous experience in customer service roles preferred.
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and attention to detail.
- Ability to work efficiently in a fast-paced environment.
- Proficiency in CRM systems and basic technical troubleshooting.
- Flexibility to adapt to evolving responsibilities and priorities.
- Customer-centric mindset with a commitment to delivering exceptional service.
System Requirements
- At least 15mbps for the main internet and at least 10mbps for backup
- A desktop or laptop that has an i5 processor with at least 8 GB RAM and an i3 processor for backup
- Note: Back-ups should still be able to function when there is a power interruption
- A webcam
- Noise-canceling USB Headset
- Quiet, Dedicated Home Office
- Smartphone
Benefits
- Join Our Dynamic Team:Â Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
- Embrace the Opportunities:Â Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
- Limitless Career Growth:Â Unlock a world of possibilities and resources to propel your career forward.
- Fast-Paced Thrills:Â Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
- Flexibility, Your Way:Â Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
- Work-Life Balance at Its Best:Â Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.
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