Deskripsi Pekerjaan
Elevate Your Career with EMAPTA
Are you a seasoned support professional with a knack for technical troubleshooting and a passion for helping others succeed? EMAPTA is currently seeking a high-performing Customer Support Specialist (Tier 2) to support one of the world's leading online learning platforms. This is more than just a support role; it's an opportunity to become a subject matter expert in the booming EdTech industry while enjoying the stability and comfort of a Permanent Work-From-Home arrangement.
As a Tier 2 specialist, you will be the point of escalation for complex learner issues that require deep investigation. You will work closely with our Tier 1 teams to provide guidance and ensure that every learner receives a world-class experience. We value proactive problem-solvers who can identify trends in user issues and communicate effectively with our product development teams to drive long-term solutions. Our ideal candidate is someone who thrives in a fast-paced, digital-first environment and is committed to delivering excellence in every interaction.
At EMAPTA, we believe in taking care of our people from day one. That’s why we offer Day 1 HMO coverage and a supportive, inclusive work culture. This role involves shifting schedules to support our global user base, providing you with dynamic work hours and the chance to interact with learners from all over the world. If you are ready to take the next step in your technical support career and make a real impact on the future of education, we want to hear from you.
Tanggung Jawab
- Manage and resolve escalated customer inquiries via chat, email, and phone with a high degree of technical accuracy.
- Provide expert-level troubleshooting for platform-specific issues related to course access, payment processing, and technical integrations.
- Serve as a mentor and knowledge resource for Tier 1 Support agents, conducting regular knowledge-sharing sessions.
- Document complex issues and solutions in the internal knowledge base to improve team efficiency.
- Collaborate with the Product and Engineering teams to report recurring bugs and verify fixes.
- Monitor and maintain key performance indicators (KPIs) such as Customer Satisfaction (CSAT) and First Response Time (FRT).
Kualifikasi
- Minimum of 2-3 years of experience in a Tier 2 technical support or customer success role within a BPO or technology company.
- Proven track record of supporting SaaS platforms or EdTech solutions is highly preferred.
- Exceptional verbal and written English communication skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical skills and the ability to diagnose complex technical issues independently.
- Experience using enterprise-grade CRM tools such as Zendesk, Salesforce, or Freshdesk.
- Ability to work a shifting schedule, including night shifts and weekends, in a remote environment.