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Support agent to respond to higher capacity and manage customer issues.
Responsibilities:
Respond to user queries and guide them and respond via support ticketing system and follow up on those tickets.
Diagnose user issues and collect information and communicate that to the product team.
Help troubleshoot content / platform / integration issues for learners and Content Providers or be able to escalate to the right team.
Reproduce user issues, collect information, and triage as appropriate and then create engineering and curriculum bugs with detailed information.
Review bug reports filed by peers for quality and add information to them to make them more actionable by others
Track products and customer issues by documenting root cause, providing steps to reproduce and suggested code-level resolutions for complex issues.
Do frequent inventory checks across all Content Providers / 3P platforms.
Continuous testing of English content throughout development stages (staging, production)
Minimum Qualifications:
Proficient in English, written and spoken
2-3 years related experience
Excellent customer relationship management skills, strong written communication skills
Excellent problem-solving and troubleshooting skills. The ability to communicate technical information in an accessible manner to non-technical employees
Active listener able to digest and absorb information
Preferred Qualifications:
Customer-facing experience building/delivering training materials in technology
Experience in running education related projects
Knowledge of technical skills such as YAML, scripting, system configuration
Basic knowledge of cloud technologies and/or digital transformation
Note: For all roles, mention candidates with GCDL certification is preferred.
Role: Subject Matter Expert - IT
Industry Type: IT Services & Consulting
Department: Consulting
Employment Type: Full Time, Permanent
Role Category: IT Consulting
Education
UG: Any Graduate