KodeKloud is Singapore's fast growing EdTech startup.
We are an e-learning platform selling online DevOps and Cloud-computing courses to mainly IT professionals. KodeKloud provides a unique and innovative learning experience, with high-quality course content and hands-on labs to ensure an effective and fun way to obtain new skills in complex technologies.
KodeKloud started operating in 2019
We are a growing team of International professionals working remotely from around the world.
We are currently looking for a Customer Support Executive to assist our customers with technical problems using our platform based on WordPress. Ultimately, you will help establish our reputation as a company by offering excellent customer success support during all sales and after-sales procedures.
Responsibilities include:
- Respond and resolve customer queries in a timely and accurate manner, via email or chat
- Identify customer needs and help customers use specific features and functionalities
- Recommend solutions to customers
- Propose process improvements to the team internally
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Follow up with customers to ensure their technical issues are resolved
- Update our internal databases with information about technical topics and valuable discussions with customers
- Monitor customer complaints on social media and reach out to provide assistance
- Handling cancellation and refund requests
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Dealing with small group plan requests
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Assist in training junior Customer Support staff
To be successful in this role, you should
- Possess excellent Customer Success or Support or similar CS role experience
- Be an excellent communicator who's able to earn our clients' trust
- Have broad problem-solving skills
- Be always willing to assist customers and walk the extra mile to help resolve their inquiries
- Show patience when handling challenging or complicated cases
- Have a start-up mentality and be ready to roll up your sleeves to help improve processes continuously and to test yourself on new tasks when opportunities arise
- Can and have experience with remote work
- Be able to multi-task
- Poses strong problem-solving skills
- Be a multi-tasker
- Possess understanding and experience using the help desk software Hubspot or a similar CRM
- Have some experience with WordPress, WooCommerce or Learndash (knowledge is an advantage)
- Have familiarity with the e-learning industry, this is another plus, however not mandatory
KodeKloud is an equal opportunity employer, and we aim to develop our employees to be successful and move on into higher positions over time.
If you see yourself in the following position, please do not hesitate to contact us as we would love to know more about you and eventually meet you in a F2F interview.
Job Location - Remote, Singapore
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