Customer Support Representative

Job Description:

• Make calls to customers/users.
• Visit Preschools and track the progress.
• Provide software training to users.
• Improving the customer experience, encouraging organic growth, and creating engaged customers.
• Handle customer requests, questions, and complaints on a variety of support channels.
• Keep track of customer expectations and recurring issues.
• Build a sustainable and mutually beneficial relationship between customers and brands.
• Interact with customers to resolve tech-related questions and queries.
• Document all the information related to support.

Skills we are Look for:

• Emphatic
• Good Communication
• Phone Skills
• Patient
• Organized
• Problem Solving
• Quality Focus
• Documentation Skills
• Observation Skills
• Analyzing Information
• Adaptable
• Positive

Customer Support Requirements:

• Degree in IT required.
• A driver’s license may be required.
• Strong self-motivation.
• Ability to work alone or as part of a team.
• Proficiency in a foreign language would be advantageous.
• Ability to cope with rejection.
• Ability to remain calm in fast-paced environments.
• Superb interpersonal skills.
• A professional appearance.

Job Description Details

Preschool Visits

Trial period

• Has to visit the preschool 1 times in a month.
• Train individual teachers and students. (15 min per teacher)
• During Trial Period Month, the support staff has to visit the preschool in the morning/evening time and ensure the app is running.
• During Trial Period Month, Support staff should take on-sight feedback at least 5 new feedbacks.

After Trial:

• Support Staff to visit the school twice a month.
• Support Staff should collect the teacher’s usage information, Admin Usage Information, Parents Usage Information.
• Onsite Feedback of all teachers and at least 8 parents each month.

Calls

Trial Period

• During Trial Period, call each parents of preschool within 5 days of app signup and again after 15 day followed by day 25.
• During Trial Period, Call parents who has not activated the app and encourage them to sign up.
• Call Teachers if the teacher has not sent any daily diary information for the same day (daily checkup)

After Trial Period:

• Call/notify Parents who has not used the app for more than 7 days.
• Call/notify Teachers who has not used the app for more than 2 days.

Communication

• Document the detail of the preschool visit (the document may include time spent in preschool, teacher interaction details with name, parent interaction details with name)
• Document the Call log (call time, caller name, interaction details)
• Document the App bugs details.

View Analytics

• View Daily Analytics of each preschool after 3 pm.
• Keep weekly track of daily app usage of each preschool.