Customer Support Specialist
hace 2 días
About Andela
We're a technology company that connects brilliance with opportunity. Our mission is to break down global barriers and accelerate the future of work for technologists and organizations worldwide.
Our Talent Experience team is growing, and we're looking for a Community Support Coordinator to join us. This role will be at the forefront of problem-solving and improving the overall Andela experience for our Talent network members.
Responsibilities:
- Provide timely and professional support to Talents through various channels, escalating complex issues when necessary.
- Meet or exceed key performance metrics, including first response time, resolution rate, and quality expectations.
- Monitor multiple Slack channels for inquiries and feedback from Talent, directing them to self-service solutions or forwarding requests to Zendesk as needed.
- Document frequently asked questions and prepare knowledge-based content for the team's reference.
- Collaborate with colleagues in other departments to resolve issues and improve the Talent experience.
- Analyze data on community support and take action to ensure optimal support for Talent.
Requirements:
- Excellent customer service skills and fluency in English.
- 2-3 years of relevant professional experience, with transferable skills applicable to this role.
- Strong administrative and organizational skills, with the ability to work independently and use your own judgment.
- A professional, friendly disposition, and the ability to deliver high standards under pressure.
- Experience using Zendesk, Jira, and/or Salesforce, or similar ticketing software, as well as proficiency in analyzing data and making decisions.
Benefits:
- Fully remote work culture with flexible working hours.
- Bring your own device stipend, quarterly work-from-home stipends, and equity as part of the compensation package.
- Healthcare, 401k/pension (US only), Andela Affinity Groups, growth and development paths, and generous Paid Time.
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