Description Associate Customer Success SpecialistBogota, Colombia *ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED* The Opportunity: Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals. We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company. For more information about Anthology and our career opportunities, please visit?anthology. Anthology Student Success?brings virtualized support and technology enabled solutions to the world's most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better educational experience for everyone by extending institutional resources to meet the growing demands of learners. The Associate Customer Success Specialist position is an exciting opportunity to work directly with our clients, supporting students, faculty, and staff in achieving success in their roles. This individual will work directly with various Anthology operational departments and the client's staff to support the outsourced components. This person will assist customers with inquiries regarding Learning Management System and Helpdesk support. A successful candidate must have a flexible work schedule to work second shift and weekends as needed. Primary responsibilities will include: Managing Tier 1 escalationsAssisting Tier 1 staff in real time to provide coaching, guidance, and support to increase first call resolution rates and customer satisfactionProviding?insights into specific trends at supported institutions to the Customer Success Associates and/or institutions on a regular basisDeveloping?training and knowledge base material that could lead to a better experience for students and facultyResolving end user inquiries by utilizing multiple technologies including telephony, chat, and webStriving for one-call resolution of customer issues while communicating appropriate options in a timely and professional mannerManaging?and resolving?identified client issues for assigned customer accountsDocumenting information into web-based ticketing systemLeading?internal training programs to expand knowledge and support multiple clientsProviding?efficient and accurate resolution to customer inquiriesSupporting all service delivery key priorities to perform successfully in customer satisfaction, and meet average handle time targets and resolution ratesUtilizing reporting data to conduct analysis on trends, documenting and summarizing findings with clear, actionable steps for improvementsHandling multiple job tasks at one time and escalating issues in a timely mannerThe Candidate: Required skills/qualifications: High School diploma or equivalent At least 18 years oldExcellent oral and written communication skills Ability to communicate clearly (both written and orally) with faculty, students, staff, and team membersAbility to walk customers through outlines problem-solving processes using our knowledge base systemAbility to as questions to determine the nature of the problemKnowledge and experience with building, configuring, and troubleshooting computersExperience navigating through multiple internet applications to assist and resolve customer questionsProficiency in MS Office computer applications including Word and Excel, and willingness to learn new technology systemsAnalytical orientation with strong attention to detail Ability to work from homeAbility to take inbound (voice) phone calls in a conversation-heavy environmentFluency in written and spoken English at CEF C2 level or aboveYou must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shiftAbility to accurately type at least 25 wpmStrong interpersonal skills and a very high degree of customer service work ethicAbility to perform remote troubleshootingMinimum Internet requirementsHighspeed internet connection (Cable, Fiber, DSL)Mobile Broadband is not supported including satellite, wireless/cellular hotspot service, and point-to-point internet service40 Mbps download15 Mbps upload100ms ping or lessJitter: 40ms or lessHardwired connectionWired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridgesPreferred?skills/qualifications: Some level of higher education completedCustomer service or contact center experiencePrevious experience in the education industry and with e-learning technologies This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
