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Support Executive

1 - 3 years

3 - 5 Lacs

Posted:3 days ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

  • 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.

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