ExecOnline is hiring a
Tier 1 Customer Support in Worldwide

Summary

The job is for a part-time Tier 1 Customer Support Agent at ExecOnline, a company that delivers leadership development programs. The role involves providing customer support via various channels, troubleshooting technical issues, and escalating complex problems. The ideal candidate has relevant work experience, strong communication skills, and specific technical knowledge.

Requirements

• 1-3 years of work experience, preferably with a SaaS company or a product/technology division
• Poise and professionalism to respond to high-level executives from around the world; executive support experience is a plus
• Strong communication skills—written and verbal—that recognizes and adapts to the wide range of ExecOnline participants. Be well versed and comfortable with email, phone, and video (if needed) etiquette in potentially challenging or urgent situations
• Familiarity with Salesforce (or other CRM), website backend/administrative interfaces (e.g. Wordpress/Rails Admin), cloud-based tools, and exposure to help desk software
• Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment

Responsibilities

• Enthusiastically support clients with their tech, logistical, and other needs via email, chat, phone, and web-based tools
• Accurately identify and troubleshoot technical and non-technical issues in a timely manner for a global set of users with diverse environments and scenarios
• Promptly escalate more complex problems to appropriate internal team members
• Demonstrate a familiarity with standard concepts, practices, and procedures of our programs, learning content. and technical products (with training)
• Continuously endeavor to improve the quality of our support and service, both internally and externally
• Monitor live online video conferencing events and provide live immediate assistance to participants

Preferred Qualifications

Fluency in Spanish, French, or Japanese is highly valued

Benefits

• Accelerate your career: take any of our high-impact courses, for free
• You’ll receive stock options in our fast-growing company, as well as access to a 401(k) to invest in your future
• Thrive beyond work with 20 days of PTO, generous parental leave, paid holidays, and flexible work arrangements
• Comprehensive wellness benefits: high-quality, low-cost medical, dental, and vision plans, in addition to other wellness offerings
• Community & Belonging: Our Employee Resource groups bring together employees with shared characteristics or life experiences