Customer Support Analyst – Educational System

Job not on LinkedIn

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Werecruiter

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2020

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Werecruiter is a recruitment company specializing in the technology sector, focusing on cultural fit and technical adherence. They provide structured talent acquisition processes that combine a humanized approach with technological solutions to evaluate candidates. With specialties in recruitment technology, digital recruitment, and talent acquisition, Werecruiter aims to innovate the hiring process in IT services.

📋 Description

• Ensure clear, continuous, and transparent communication with customers regarding ticket progress. • Keep customers informed about the status, category, classification, SLA, and next steps for each request. • Assess the contractual scope of requests, identifying contractual coverage, hour consumption, or the need to involve the commercial team. • Notify customers in advance about the classification and handling of each request. • Act as a liaison between customers and internal teams (Support, Product, Services, DevSecOps, and Sales/Commercial). • Ensure tickets are forwarded with complete context to the responsible teams. • Track the progress of requests until their resolution. • Monitor metrics such as SLA, CSAT, response time, and customer-portfolio performance. • Identify operational risks and propose data-driven process improvements. • Support team development through knowledge sharing. • Contribute to the evolution of the knowledge base. • Recommend improvements to automated triage and the customer service chatbot. • Support the creation and standardization of Support Center processes.

🎯 Requirements

• Bachelor's degree in Business Administration, Education, IT, Communications, or a related field (completed) • Experience in B2B support, Customer Success, or relationship management within an educational technology environment (EdTech, SaaS, academic management software) • Proven experience in end-to-end problem resolution • Ability to abstract and identify root causes • Ability to negotiate with multiple internal stakeholders without formal authority • Operational knowledge of academic processes • Strong written and verbal communication skills • Autonomy to make decisions within own scope • Experience with ticketing systems (Zendesk, Freshdesk, or similar) • Experience with support metrics (SLA, CSAT, response time) • Experience using Office 365 • Nice-to-have: experience with Zendesk, Jira, NetSuite, Suporte Center, conversational AI tools, support automation, ITIL Foundation certification, and support process improvement

🏖️ Benefits

• Health insurance • Meal allowance (VA) or meal voucher (VR) • Birthday day off • Paternity leave • Childcare assistance • Work-from-home allowance