Customer Support Executive (#14355770)

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