Customer Support for Online Course , Karachi
Job Posted: 08.12.2021 10:00:38
Our small business is looking for a dynamic, passionate, and dedicated customer and tech support professional to join our team! The Brain Health Trainer is an online course that teaches health and fitness professionals to create exercise programs to prevent dementia and improve brain health. With over 800 students, this course is one of the most innovative of its kind. It is designed on WordPress’s LearnDash Learning Management System, and we are prospectively going to use a CRM Customer Support (such as ZenDesk or ZoHo) to manage our customer and tech support needs. Basic functions include: Deliver responsive, high-quality, and empathetic support for end-users of the InStride learner experience and InStride partners, coordinating resolution of general inquiries, interface bugs, and data issues Triage learner, corporate partner & academic partner issues – logging, assigning, and supervising tickets until full resolution is achieved Support learners efficiently through a variety of different channels (chat/email) Collect feedback, research ongoing trends, and find patterns we can surface to cross-functional teams. Identify areas of opportunity through automation or added features for our end-users. Work through creative solutions to effectively answer learner questions, provide guidance, troubleshoot and resolve issues, and route feedback. Synthesize product feedback from learners and corporate partners. Participate in user acceptance testing (UAT) for new features, submit feedback, and represent learner perspective. Document issues and steps for product and engineering teams to use as they craft our product. Participate in monthly forums for the broader team to discuss learner trends and issues. Work on ad-hoc projects that will help expand the support function as assigned. Job Duties Will Include: Experience with WordPress Familiarity with web development Registering users in an online course Resetting passwords and/or usernames Assisting users in course navigation & progression Assist with sending out emails to lists/sublists Maintaining and utilizing course FAQ documentation, tutorial videos, and training resources Maintain a support log Communicate with business stakeholders Checking user course progress and providing guidance Assisting with user course completion
