Product Support Coordinator

Summary

Join us in our quest to transform learning and help individuals unleash their edge as a Product Support Representative at Skillsoft.

Requirements

• Post-secondary education in a related field or an equivalent combination of training and experience
• Previous experience (1+ years) working in a Product Support function or a Customer Service Center for an e-business company, Internet Service Provider or software vendor, with experience providing service to both consumers and corporate customers
• Good knowledge of Windows Platforms, eCommerce and Web/Internet platforms
• Experience with the following software: Microsoft Office (Microsoft Word, Excel, Power Point, Access and Outlook)
• HTML, firewalls, and proxy servers
• Understand and utilize new technologies/systems
• Excellent communication skills in Spanish and English
• Typing speed of at least 40 wpm

Responsibilities

• Handle customers and Skillsoft employees' product inquiries through live help, phone and email, in both English and Spanish
• Liaison with client and ensure client's needs are met. Compiles client reports as requested
• Routes or answers all incoming communication (email, phone, or other) from customers and clients
• Maintains student database
• Keeps up to date on course/curriculum offerings' changes to certification tracks; recommend course orders
• Familiar with all Skillsoft products; including Percipio, Books24x7 and Skillsoft Compliance
• Maintains workload measurement time sheets to be submitted to supervisors
• Attentive to service level agreements