Product Support Specialist
3 weeks ago
About ALLEN:
After dominating the offline market of ‘Tutoring’, Allen Careers has set out to build the next big thing to happen to ‘Education’. Allen Digital aims to build an EdTech platform to provide students with everything that a classroom cannot. Allen Digital was created as a strategic partnership between Allen Careers Institute and Bodhi Tree Systems to ensure tech enablement for millions of students. We are backed by some of the best names in – media, business, education, and technology. This is a start-up, which has a reputed team, strong investors, and a legacy. If building 0 to 1 excites you and you want to work with a team of proven leaders, please reach out to us.
Responsibilities:
- Own and solve problems end-to-end that users of the platform face
- Be the tech support champion who understands their product in great detail and loves to solve student/ teacher/ admin queries via channels, such as phone, email, and chat.
- Conduct troubleshooting and training to educate users on the features and best practices of our products.
- Effectively manage and escalate more complex technical issues to higher-level support or engineering teams, ensuring that user concerns are addressed promptly.
- Be the voice of users and collaborate with cross-functional teams of ops, academics, and product to improve the overall experience and reduce issues
- Create and maintain comprehensive support documentation, including FAQs, user guides, and knowledge-base articles
Requirements:
- Experience in customer support or technical support for more than 2+ years
- Patience and empathy when assisting users.
- Technical aptitude and the ability to quickly learn new software and hardware.
- Can handle chats and calls as a medium of support
- Hands-on experience on Salesforce is a plus
- Ability to speak Hindi and English fluently
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