The Role
Provide primary customer support across calls, email, and chat for online learners; resolve queries within SLA, identify needs, guide feature use, monitor social media complaints, and collaborate with staff to improve the learning experience. Work rotational shifts including weekends and holidays.
Summary Generated by Built In
Summary
We are looking to hire a Customer Support Specialist to join us in our mission to educate the world. The successful candidate will be responsible for providing essential support to customers throughout their online journey. This role involves providing guidance, assistance, and resources to help customers succeed, addressing their needs, and collaborating with other staff to ensure a positive and effective learning experience in the online environment.
Responsibilities
We are looking to hire a Customer Support Specialist to join us in our mission to educate the world. The successful candidate will be responsible for providing essential support to customers throughout their online journey. This role involves providing guidance, assistance, and resources to help customers succeed, addressing their needs, and collaborating with other staff to ensure a positive and effective learning experience in the online environment.
Responsibilities
- Serve as the primary point of contact for customers seeking support, guidance, and assistance throughout their online learning experience
- Address and resolve customers' concerns promptly, fostering a positive and supportive online learning environment
- Respond to and resolve customers’ queries accurately and in a timely manner, via calls, emails, or chat, ensuring that all interactions are within the agreed Service Level Agreement (SLA)
- Enhance customer satisfaction by assisting with problem solving and providing effective solutions for customers
- Perform duties in accordance with established practices, procedures, and standards, ensuring efficiency, with minimal supervision
- Identify customer needs and help them utilize specific features
- Monitor customer complaints on social media platforms and reach out to provide assistance
- Bachelor's degree in any relevant field
- 2+ years of experience in chat and email support, preferably in educational technology
- Advanced level of the English language, both written and spoken
- Problem-solving skills
- Excellent communication skills
- Flexibility
- Analytical thinking
- Attention to detail
- Adaptability
- Eagerness to learn
- Result-oriented
- This position operates on a rotational shift basis, including weekends and holidays.
Skills Required
- Bachelor's degree in any relevant field
- 2+ years of experience in chat and email support
- Experience in educational technology
- Advanced level of English, both written and spoken
- Ability to work rotational shifts, including weekends and holidays
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The Company
What We Do
Nagwa is an educational technology startup that offers online digital educational services and products for students of all ages, their teachers, and parents. We believe that high quality educational materials should be available to all, no matter where people live or the language they speak. Our mission is to educate the world. Our vision is to be a leader in digital education and an innovator at the intersection of education, technology, and design.
