Position: Customer Support Executive
Company: N-iX
Category: Support
Experience required: 2y
English level: upper
Published: 2021-07-01T00:00:00+03:00

**About the customer:**

We are:
- A fast growing, global player in the online training space, with multiple service offerings
- A training company that delivers self-paced e-Learning for Business and IT Professionals
- Market-leading LMS services provider for Blue Chip companies
- Worldwide clients: HPE, Alvanon, Ikea, BMC, CSC, BSI and many more
- A fun and exciting place to work, where no two days are the same

**Requirements:**
- Customer Support Experience (1-2 Years)
- B2B Corporate Experience (1-2 Years)
- Excellent communication (written and oral) and presentation skills
- The ability to meet deadlines and work calm under pressure
- Previous experience with a support ticketing system (ideally ZenDesk)
- Excellent Microsoft Excel skills
- Testing experience (replicating user issues)
- Good interpersonal and customer care skills
- Good attention to detail and accurate record keeping
- The ability to work well as part of a team and be able to make decisions independently
- A pro-active approach to tasks, delivery focused
- Strong relationship building skills, both internally & externally
- Strong time-management and highly tuned organisation skills
- Upper-Intermediate+ English
- Previous experience with a CRM System (desirable)
- Previous experience working with a Learning Management System (desirable)
- Previous experience working within the online training and development industry (desirable)

**Responsibilities:**
- Respond to and maintain Customer Support tickets
- Escalate issues to the correct team/department/SME where necessary
- Perform administrative tasks on cloud-based CRM system
- Keep records of FAQs to spot common trends and underlying problems
- Update self-help documents to add to the Knowledge Base, create internal process guides
- Working with web team to identify problems and ways to improve
- Replicate bugs related to courses, websites, or the LMS
- Work with sales & finance to ensure customers receive licenses, extensions, invoices/receipts
- Ensure content and technical issues are resolved to customer satisfaction
- Maintain and regularly update spreadsheets and reports
- Regular involvement in ad-hoc customer support projects and tasks

**We offer:**
- Flexible hours approach
- Competitive salary and compensation package
- 18 business days of payable annual free-time
- 10 days of paid sick leave
- Membership of the IT-BPO club card, loyalty program.
- Gym, Masseur, and Doctor
- Relax zones

**Professional growth:**
- Challenging tasks and projects
- Individual Development Plan
- Personal education budget
- Performance appraisal
- Business trips

**Fun:**
- Corporate events and outstanding parties
- Team buildings
- Anniversary presents