Customer Support Specialist

Role Overview

The Customer Support Specialist position at Elèves Directeurs.trices des soins - Promotion Théo CURIN - 2024 is a part-time remote opportunity dedicated to offering timely and dependable assistance to learners and participants of the program. The individual will handle inquiries received through emails, chats, and phone calls, assist users in navigating platform functionalities, and resolve issues related to account access.

Key Duties

• Respond promptly to learner and participant questions via multiple communication channels.
• Guide users through platform features and troubleshoot basic technical difficulties.
• Track open support tickets and ensure timely follow-ups until resolution.
• Document and report recurring problems and escalate complex cases to relevant teams.
• Maintain accurate records of support interactions and contribute to updating documentation such as FAQs and user guides.
• Collaborate with program coordinators to enhance participant experience and improve support workflows.

Required Qualifications

• Strong customer support capabilities focused on effective communication and swift problem-solving.
• Excellent interpersonal abilities encompassing empathy, active listening, and a service-driven mindset.
• Technical aptitude to troubleshoot common user issues and familiarity with online platforms.
• Analytical skills to detect trends in support requests, propose enhancements, and prioritize workload.
• Proficiency in both oral and written English; additional languages are beneficial.
• Comfortable working autonomously in a remote setup, possessing reliable internet connectivity and good time management skills.
• Experience in customer service, help desk, or educational support environments is advantageous.
• Knowledge of ticketing systems, CRM, or learning management systems is a plus.