Company Overview

TeachEdison is an innovative Education Technology company specializing in creating high-performance software for educators. We are dedicated to enhancing knowledge commerce with our flagship product, EdisonOS, a powerful operating system designed to revolutionize the educational landscape. Based in Bangalore, our dynamic team of 11-50 employees is committed to delivering advanced solutions in the software development industry. Visit us at www.teachedison.com.

Job Overview

We are seeking a dedicated Customer Support professional to join our team at TeachEdison. This is a full-time, junior-level position based in Coimbatore. The ideal candidate will have 1 to 3 years of relevant work experience. You will play a vital role in ensuring that our clients receive exceptional service and support, facilitating a seamless experience with our products.

Qualifications and Skills

• Experience with ticketing systems to efficiently manage and resolve customer queries. (Mandatory skill)
• Email support expertise to communicate effectively with clients and provide timely solutions. (Mandatory skill)
• Proficiency in American English to ensure clear and concise communication with customers. (Mandatory skill)
• Excellent customer service skills to foster positive interactions and maintain client satisfaction.
• Strong communication abilities to articulate issues, solutions, and updates to customers clearly.
• Escalation handling skills to identify and prioritize urgent cases ensuring swift resolution.
• Product knowledge to understand and effectively address customer queries regarding our offerings.
• Detail-oriented with the ability to document interactions for continuous improvement of support processes.

Roles and Responsibilities

• Provide outstanding customer support through various channels ensuring high satisfaction.
• Utilize ticketing systems to track, manage, and resolve customer inquiries efficiently.
• Handle email support for accurate and timely response to customer queries and concerns.
• Develop a thorough understanding of our products to offer informed and effective assistance.
• Communicate complex technical information in layman's terms to customers when necessary.
• Escalate issues to higher-level support or management following standard protocols.
• Gather customer feedback to relay insight and suggestions for product and service improvements.
• Maintain accurate records of customer interactions to assist in building a knowledge base.