Role Description
We are looking for a Customer Support Lead to manage the customer support process at eduNEXT. This person will have to coordinate a team that makes a positive impact in helping our customers with technical issues when using our products and services.
You should also have an interest in software and e-learning technologies, as well as good interpersonal skills, with an affinity for excellent customer service.
Requirements:
- bachelor's / technologist's degree related to technology is preferred. Not exclusive if you have the experience
- Minimum 1 year experience managing Support or helpdesk teams
- Minimum 1 year of experience as Customer Support or related positions
- Minimum 6 months interacting with customers 100% in English
- Conversational English (B2+).
- Management of customer support platforms such as Zoho desk, zendesk, Remedy, etc.
Desirable requirements:
- Experience in IT e-learning or software development companies
- ITIL V4 certification desirable
Main responsabilities:
1. Ensure compliance with the established support protocol by constantly monitoring tickets to ensure compliance.
2. Monitor weekly resolution times, response times, and other metrics related to service delivery. Report results to area management for analysis of continuity or improvement strategies.
3. Update the ticket management tool according to service needs, timelines, customers, and versioning.
4. Organize and manage customer success sessions.
5. Create articles, documents, tutorials, videos, procedures for customer and external use as a tool to facilitate and guide customer success.
6. Actively participate in planned escalation meetings to manage internal workflow improvements.
7. Motivate excellent team performance with consideration for quality of deliverables and timeliness.
8. Documentation processes (creation of RTD articles, creation of Zoho articles, creation of Zoho templates, and creation of videos or any other resources that contribute to the knowledge base).
9. Support project management as required as requested such as meetings, forums, town hall, trainings, surveys, certification projects, feedback sessions, Open edX community meetings and projects, etc.
Skills:
* Leadership
* Strategic thinking
* Focus on results
* Assertive communication
* Adaptability
* Time management
* Collaboration
* Organization
* Conflict resolution
* Training and coaching
What we offer
This is a great opportunity to be part of a top level and skilled team where you can grow your skills and make a positive difference in this world!
* Enjoy a flexible schedule and work autonomy ⏰
* Monthly remuneration negotiable
* Labor contract
* Remote work
Main Benefits
* Work from wherever you want
* Online training and training allowance
* Wellness and health plan
About us
Since 2013, eduNEXT has been challenged to offer organizations around the world the best educational technology solutions based on Open edX
Our Mission
Our Mission is to enable organizations around the world to offer high-quality learning experiences as a principle to improve people's quality of life, We provide solutions to build successful online learning initiatives.
Our culture
Our culture is flexible, with a modern and relaxed work environment. We value trust, autonomous and responsible work and open communication.
Headquarters
Our main office is in Bogotá, but our team members are located in the United States, Mexico, Panamá, Perú, Venezuela, the Philippines, and different cities in Colombia.
Tipo de puesto: Tiempo completo
Salario: $3.800.000 - $4.200.000 al mes
Pregunta(s) de postulación:
- Do you have experience with any of these customer service platforms: Zoho desk, zendesk, or Remedy?
- How many years of IT customer support experience do you have?
- Do you have experience in helpdesk?
- What is your salary aspiration (COP)?
Idioma:
- Inglés (Obligatorio)
