Profile: Customer Success Associate
Email/Chat Support Role
Pan India: work from home job
Company Overview
KodeKloud is an innovative e-learning platform that specializes in providing high-quality DevOps and cloud technologies courses. Our mission is to empower individuals and organizations to thrive in the ever-evolving IT landscape by offering comprehensive and industry-leading educational content. As we expand our customer base, we seek a dedicated and experienced Customer Support Executive to join our team.
Position Overview
As a Customer Support Executive, you will play a vital role in ensuring our customers have a seamless learning experience and receive excellent support throughout their journey. You will be responsible for addressing customer inquiries, troubleshooting technical issues, and providing guidance on course content, platform functionality, and general inquiries related to DevOps and cloud courses. Your main objective will be to deliver exceptional customer service and maintain high customer satisfaction levels.
Responsibilities
- Respond to customer inquiries via written channels such as email and live chat promptly and professionally.
- Provide technical support and troubleshoot course access, platform navigation, and account management issues.
- Guide customers in selecting appropriate courses based on their requirements and career goals.
- Assist customers in understanding complex DevOps and cloud concepts and provide clarifications on course content.
- Collaborate with the content team to stay updated on course updates, new releases, and industry trends.
- Document and track customer interactions and resolutions accurately in our CRM system.
- Escalate unresolved issues to the appropriate internal teams and follow up to ensure timely resolution.
- Proactively identify opportunities for improving the customer support process and contribute to implementing effective solutions.
- Collaborate with cross-functional teams, including Sales and Technical Support, to ensure a seamless customer experience.
- Stay informed about industry trends, advancements, and best practices in DevOps and cloud technologies to better assist customers.
Qualifications
- Minimum of 2 years of experience in customer support, preferably in the e-learning industry or a technology-related field.
- Excellent oral and written communication skills with the ability to articulate complex technical concepts clearly and concisely.
- Outstanding problem-solving and troubleshooting skills with a customer-centric approach.
- Experience working with CRM systems and ticketing tools to manage customer interactions and provide efficient support.
- Proven ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Strong organizational skills and attention to detail to ensure accurate documentation of customer interactions and resolutions.
- Ability to work independently and as part of a team, demonstrating a collaborative and proactive attitude.
- Flexibility to work weekends, holidays, and night shifts to accommodate customer needs or participate in team projects.