Job Description

Job Description for Support Executive Role: We are looking for a Support Executive with experience in Learning Management Systems (LMS) to join our customer support team. As a Support Executive, you will play a crucial role in providing exceptional support and assistance to our clients using our LMS platform. Responsibilities: Responding to customer inquiries and technical issues related to the Learning Management System (LMS) via phone, and email, in a timely and professional manner. Diagnosing and troubleshooting LMS-related problems, identifying the root cause, and providing effective solutions to customers. Assisting customers with LMS configuration, setup, and user management, including account creation, enrollment, and course assignments. Guiding customers on how to effectively use the LMS features, such as course content uploading, creating assessments, and generating reports. Collaborating with the technical team to escalate complex technical issues and follow up on the resolution with the customer. Documenting and maintaining records of customer interactions, issues, and resolutions in the support ticketing system. Monitoring the performance and availability of the LMS platform and taking necessary actions to ensure smooth operations. Identifying recurring issues and providing feedback to the product development team to improve the LMS functionality and user experience. Conducting remote training sessions for customers to enhance their understanding of the LMS features and functionalities. Ensuring high levels of customer satisfaction by delivering exceptional customer service and support. Requirements: Proven work experience as a Support Executive or in a similar customer-facing role with experience in supporting Learning Management Systems (LMS). Strong aptitude and understanding of Learning Management Systems, e-learning technologies, and related industry standards. Excellent communication skills with the ability to articulate technical concepts to non-technical customers effectively. Problem-solving skills and the ability to troubleshoot and resolve technical issues independently. Strong organizational skills with attention to detail to maintain accurate customer records and track support requests. Customer-centric approach with a passion for providing exceptional support and ensuring customer satisfaction. Familiarity with various Learning Management System platforms and their functionalities is a plus. Bachelor's degree or equivalent experience in a related field is preferred.