Job Description

Support agent to respond to higher capacity and manage customer issues. Responsibilities: Respond to user queries and guide them and respond via support ticketing system and follow up on those tickets. Diagnose user issues and collect information and communicate that to the product team. Help troubleshoot content / platform / integration issues for learners and Content Providers or be able to escalate to the right team. Reproduce user issues, collect information, and triage as appropriate and then create engineering and curriculum bugs with detailed information. Review bug reports filed by peers for quality and add information to them to make them more actionable by others Track products and customer issues by documenting root cause, providing steps to reproduce and suggested code-level resolutions for complex issues. Do frequent inventory checks across all Content Providers / 3P platforms. Continuous testing of English content throughout development stages (staging, production) Minimum Qualifications: Proficient in English, written and spoken 2-3 years related experience Excellent customer relationship management skills, strong written communication skills Excellent problem-solving and troubleshooting skills. The ability to communicate technical information in an accessible manner to non-technical employees Active listener able to digest and absorb information Preferred Qualifications: Customer-facing experience building/delivering training materials in technology Experience in running education related projects Knowledge of technical skills such as YAML, scripting, system configuration Basic knowledge of cloud technologies and/or digital transformation Note: For all roles, mention candidates with GCDL certification is preferred.