Full-Time Customer Support Assistant

Purpose of Position As Customer Support Assistant, you will ensure fast and comprehensive ticket response, deeply understanding client's needs and frustrations within the Platform Services Support Team. The team works in sync with other Platform Services business unit functions and collaborates with other department support teams to optimise the available content and tools. The ambition is to drive self-resolution of issues to reduce support tickets and a first-class support experience. A fantastic opportunity to be part of a global, fast-paced and dynamic team!

Key Tasks

• Managing various types of support requests from live clients, such as those relating to programme development or management, identifying and redirecting requests to the right support teams (finance, technical).
• Ensuring quick and efficient triage of Essentials requests and redirecting them to the assigned teams.
• Assisting with the management of programme upsells and retention.
• Handling projects to update the content available for the clients and internal tools to improve support and client satisfaction, help with translation.
• Keeping constantly informed about the upgrades of functionalities and internal processes relating to the management of client's requests.

Skills & Expertise

• Fluent in English (written and spoken), other language skills would be appreciated
• Excellent customer service skills
• Ability to see the bigger picture and identify areas of opportunity and risk
• Committed to growing the service division as quickly as possible, providing friendly and efficient support
• Seeks ownership and readily accepts accountability
• Excellent time management and organizational skills to maintain own workflow and meet deadlines
• Confident and excellent communicator with a keen attention to detail
• Fast learner and eager to deepen knowledge and understanding
• Numerate with a good level of knowledge of MS Office packages
• Enthusiastic, committed and an epic amount of tenacity

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