Customer Support Associate Job (Remote)

Key responsibilities:

1. Respond promptly and effectively to student inquiries through various channels including email and phone
2. Provide accurate information about courses, policies, and procedures
3. Maintain a high level of professionalism and empathy in all interactions with students
4. Proactively reach out to students to understand and address their concerns
5. Monitor and evaluate student feedback and ratings to identify areas for improvement in the support process
6. Address and resolve student complaints and concerns proactively, focusing on achieving high Customer Satisfaction (CSAT) scores
7. Stay up-to-date with the company's course offerings, updates, and promotions
8. Continuously educate yourself about the online education industry and relevant trends
9. Collaborate closely with the product team to address gaps based on student feedback
10. Maintain clear and effective communication with students, colleagues, and other teams within the company
11. Provide regular updates to students about the status of their inquiries or issues
12. Conduct quality checks on interactions with students to ensure consistent service quality
13. Identify opportunities for process improvement and suggest solutions to enhance the support experience
14. Efficiently manage workload and prioritize tasks to meet or exceed established service level agreements (SLAs) and response times
15. Keep accurate records of student interactions, issues, and resolutions
16. Generate reports on support-related metrics, such as response times, resolution rates, and customer satisfaction scores
17. Participate in ongoing training and development programs to enhance product knowledge and customer service skills
18. Share knowledge and best practices with fellow support agents
19. Collaborate with other support agents and cross-functional teams to ensure a seamless customer experience
20. Provide insights and feedback to improve product features and user experience
21. Ensure adherence to company policies, guidelines, and industry regulations
22. Protect sensitive student information and maintain confidentiality
23. Handle crisis situations or service disruptions following established protocols and communication procedures

3