IT Helpdesk & Customer Service Support - remotely - Full-time / Part-time
- Tirane
- Tipi
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- remote | smartworking nga shtepia
- Fusha | Profili i punes
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- Informatike | Programim
- Gjuha
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- anglisht
Division/Department: Customer Support
Location: Remote in Albania
Working hours: 20 / week (10:00 - 14:00 Monday to Friday)
with a possiblity to extend to 40 / week (10:00 - 18:00 Monday to Friday)
Type of Employment: Full-time/Part-time Contractor
Who Are We
The Learning Network (TLN) is a Learning Management System (LMS) application provider and an e-Learning content developer.
We are hiring a Customer Support Specialist to support our clients worldwide. You would work from home, interfacing daily with the TLN Customer Support team and our customers.
You would require high-speed, Internet connectivity and telephone. The Customer Support Specialist is pivotal in building customer satisfaction and utilization of The Learning Network’s learning management system (LMS).
What You Will Do
Working as part of a small, distributed team you would perform all duties necessary to support and train the end users of our software application.
Specific Customer Support responsibilities include:
Location: Remote in Albania
Working hours: 20 / week (10:00 - 14:00 Monday to Friday)
with a possiblity to extend to 40 / week (10:00 - 18:00 Monday to Friday)
Type of Employment: Full-time/Part-time Contractor
Who Are We
The Learning Network (TLN) is a Learning Management System (LMS) application provider and an e-Learning content developer.
We are hiring a Customer Support Specialist to support our clients worldwide. You would work from home, interfacing daily with the TLN Customer Support team and our customers.
You would require high-speed, Internet connectivity and telephone. The Customer Support Specialist is pivotal in building customer satisfaction and utilization of The Learning Network’s learning management system (LMS).
What You Will Do
Working as part of a small, distributed team you would perform all duties necessary to support and train the end users of our software application.
Specific Customer Support responsibilities include:
- Timely, accurate & consistent responses to customer support requests
- Managing customer support requests in the TLN Helpdesk system within Service Level Agreements
- Troubleshooting, documenting those steps, and then resolving issues reported by customers in the TLN Helpdesk system
- Communicating bug reports effectively to software developers and communicates clear resolutions to customers
- Examining new system features to determine potential impacts of changes on current processes, and communicating those to stakeholders
- Maintaining internal Knowledge Base that includes client specific job aids & internal troubleshooting notes
- Performing functional testing to ensure updates have been properly implemented
- Developing training materials to train end users on product functionality
- You have above average written and oral English communication skills
- You are comfortable communicating over e-mail, telephone, instant messaging & web conferencing
- You are great at multi-tasking and have attention to detail
- You are enthusiastic and helpful
- You like taking initiative
- You are a true problem solver
- You have customer service focus
- You are a team player and have a great tem attitude
- You have prior work experience in customer service or relevant role
- IT support or Helpdesk experience is a plus
- Background in computer information systems and/or website design/administration is an asset
- You have previous experience training others in technology (preferred)
- You have LMS, e-learning experience (preferred)
- You are at ease with web-based software applications, Microsoft Windows, and the Internet
- You have experience with HubSpot, FreshDesk and Jira (will be considered a plus)
- BA/BS degree strongly desired