EUS Support Specialist

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eSkillz

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

📚 Education

🏢 Enterprise

SaaS • Education • Enterprise

eSkillz is a company dedicated to maximizing tech implementations and migrations for Human Capital Management (HCM) and Learning Management Systems (LMS). They offer services ranging from strategic advisory, outsourced management services, integrations, software development, to reporting and dashboard analytics. eSkillz aims to enhance the end-user experience through tailored UX/UI design, adaptive microlearning, and 24/7 support. They are a trusted partner in optimizing educational and technology solutions, providing award-winning project support and custom content delivery. The company is well-regarded by its clients for its professionalism, knowledge, and ability to tailor software solutions to meet business needs.

📋 Description

• Serve as Tier 1 support for users needing assistance with their Learning Management System (LMS) or other software. • Spend most of your time actively responding to users in real-time via chat or processing support tickets. • Monitor email and Microsoft Teams messages to assist team members. • Review updates to Knowledge Base articles and client communications on new policies and procedures to better support the team. • Maintain key performance indicators (KPIs). • Represent eSkillz and the client professionally in all interactions. • Attend meetings and training sessions as required. • Monitor user trends, flag unusual activity, and report findings to management.

🎯 Requirements

• Excellent written and verbal communication skills in English. • Strong problem-solving and research skills to quickly identify solutions. • Outstanding customer service skills, including professionalism, courtesy, and patience. • Empathy and adaptability to assist users with varying levels of technical experience. • Reliability and punctuality—your team depends on you for shift coverage and breaks. • Must have your own computer with reliable high-speed internet access. • Minimum of 16 GB of RAM. • A focused workspace free from distractions. • A proactive mindset to identify opportunities for improving support processes. • Bonus points if you have: • Experience providing Tier 1 end-user support. • Familiarity with chat-based and ticket-based customer service or technical support. • Multilingual abilities. • Experience in public speaking or delivering presentations. • Technical or IT troubleshooting experience.

🏖️ Benefits

• This is an hourly contractor role that is not eligible for benefits. • Time off is unpaid.