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Digital Support Specialist

almentor.net
Cairo, Egypt
Posted 5 years ago
50Applicants for3 open positions
  • 40Viewed
  • 8In Consideration
  • 30Not Selected
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Job Details

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Job Description

Job Purpose:

Ensure that the highest standard of customer experience is provided to almentor.net customers, provide them with

details on courses, technical support and actively up-sell related courses.

Act as an educational consultant, understanding learner goals and actively enhance almentor.net revenue earnings by upselling almentor.net related courses.

Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring almentor.net success.

Duties & Responsibilities:

  • Handle the day to day operations of almentor.net, escalate cases as needed and achieve our SLAs.
  • Deliver the highest level of customer service to almentor.net customers through troubleshooting and technical support.
  • Support customers via different channels (Social Media, Email, Webchat, outbound calling & Q&A channel).
  • Gather customer’s feedback on a weekly/monthly report.
  • Create & Update Help Center content.
  • Follow up on all pending cases on a daily basis ensuring that the best customers experience provided consistently.
  • Escalating complaints, technical, marketing, sales, and partnership related cases to concerned departments.
  • Perform any tasks assigned from the Customer Experience Manager.

Job Requirements

  • Self-starter with an entrepreneurial mindset.
  • 1+ years of customer support, help desk, technical support, contact center or social media support experience.
  • Passion for customer experience and a deep interest in the Education industry.
  • Problem-solving expertise.
  • Excellent communication skills (verbal, written, and presentation).
  • Knowledge of Zendesk, Salesforce, and other CRM tooling is a plus.
  • Previous experience in selling e-learning/education courses is a plus.
  • Previous experience working in a start-up environment is a plus.

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