Customer Solutions Support Specialist

About This Role

This role involves providing exceptional technical support for Learning Management Systems (LMS) and proprietary software, responding to customer inquiries via phone, email, and chat. It focuses on troubleshooting technical issues, assisting with system usage, and documenting interactions to ensure customer satisfaction and retention.

Responsibilities

• Respond promptly and effectively to customer inquiries, troubleshooting technical issues related to platforms
• Assist customers and students with tasks ranging from password resets to comprehensive training on LMS usage
• Research and resolve technical challenges, ensuring customers maximize system efficiency and comprehension
• Document all interactions and solutions while upholding account security standards
• Collaborate cross-functionally, advocating for customers within the organization and ensuring their needs are met
• Keep management informed about emerging issues, bugs, and customer requirements for swift and effective resolution
• Drive business quality and integrity, contributing to increased customer retention through support initiatives
• Engage in special department projects as assigned, contributing to software feature testing or specializing in specific support areas

Requirements

• High School Diploma or equivalent
• Proficiency in Microsoft Office products (Word, Excel, Outlook)
• Strong grasp of Internet technologies
• Knack for training and problem-solving

Qualifications

• High School Diploma or equivalent
• 2+ years of experience in a high-volume call center preferred; 1+ year of technical experience preferred

Nice to Have

• 2+ years of experience in a high-volume call center
• 1+ year of technical experience
• Familiarity with Help Desk or ticketing systems
• Understanding or prior use of Learning Management Systems

Skills

* Required skills

Benefits