Customer Support Specialist

ApplyBoard simplifies the study abroad search application and acceptance process by connecting international students recruitment partners and educational institutions on one intuitive and personalized platform ApplyBoard is a mission-driven hyper-growth organization It has been attracting dedicated individuals for more than eight years who are inspired every day to break down barriers to international education and take their careers to new heights at a company that will invest in their career growth Our are our compass in our mission to Educate the World and the foundation of our unique company culture As an organization built on a foundation of diversity its important that our team members are representative of the students from more than 150 countries that we support Job Title - Customer Support SpecialistJob Location - Gurgaon HybridJob Duration - Full TimeJob Shifts Timings - Rotational Shifts Rotational Week offs The Opportunity The purpose of this role is to ensure the efficiency of the department and provide Tier 2 and standard support for customers and team members This can include training troubleshooting and process implementation as well as daily resolution of more complex customer inquiries or issues The role may require working outside of regular work hours e g evenings weekends and or some holidays What you ll be doing everyday Seen as a strong resource and is a Subject Matter Expert in a specific area of the application journey e g Recruitment Partner Changes Answering and actioning Tier 2 inquiries and Live Chats through various different channels e g email chat phone etc Occasionally assist with training new team members and ensuring training materials are updatedMonitor the effectiveness of the workflow and offer solutions to inefficienciesProvide troubleshooting assistance to Specialists on application-related questions issuesAssist the team members on high volume days as needed Provide coverage when teammates are out of the office Assist management in developing and implementing process related policies Aiding with change management within the teamAssist management with identifying gaps in cross team processes and policies Assist with developing and implementing policies to ensure efficiency between teams Tailoring documents for product development teams ensuring accurate implementation of changesInvolvement and leadership on projects and initiatives that are fully internal to the Support organization Preferred Qualifications SkillsPresentation and public speaking skillsAbility to deliver information correctly and preciselyAbility to listen to understand and answer questionsExperience using Google and Office Suites Adobe Acrobat etcStrong analytical abilities detail-oriented high level of accuracy and ability to maintain confidentiality Adept researching investigating and problem-solving capabilitiesAptitude for prioritizing tasksExceptional interpersonal verbal and written communication skillsProficiency in proofreading editing text to ensure spelling and grammatical correctnessAble to work in a collaborative teamwork environmentAble to multi-task and shift roles as per the need requirement for the day to meet deadlinesAble to adapt to new policies and proceduresGood knowledge of customer service standardsAbility to assess EmployeesExcellent organizational skillsAbout ApplyBoardApplyBoard empowers students around the world to access the best education With more than 1 000 000 students from over 150 countries helped with their journey in less than a decade we are just getting started ApplyBoards 1 200 global team members in 30 countries assist students and our 1 500 partner institutions by empowering the international student sector with innovative technology and insights As a five-time consecutive Deloitte Fast 50 and Fast 500 ranked company ApplyBoard is growing and scaling like few other companies On top of our strong growth our people are growing personally and professionally ApplyBoard India was Great Place to Workxc2xae Institute India certified for outstanding employee experience and workplace culture Thank you for your interest in joining the ApplyBoard Team and being part of our mission to Educate the World While we are lucky to attract a high level of interest in each of our roles only qualified applicants will be contacted and selected for an interview ApplyBoard welcomes and encourages applications from people with disabilities Accommodations are available upon request for candidates in all aspects of the hiring and selection process