Customer Support Professional

six core values

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, it’s important that our team members are representative of the students from more than 150 countries that we support.

The Opportunity:
Customer Support Professionals will be responsible for reviewing Tier 2 workflow brought to them by the Outsourcing, Team Leads, or other senior team members. After reviewing the Tickets, Professional Specialist will utilize problem solving and other tools to reach resolution. Upon resolution, the Customer Support Professionals will provide root cause analysis and documentation for proactive solutions. This role will work closely with various internal and external clients to implement long-term solutions to common and unique issues. The Customer Support Professional will be involved in creating efficiencies through analysis and documentation and play a pivotal role in ApplyBoard's Customer Experience team.

What you'll be doing everyday:
- Work closely with CX and other departments to identify and resolve escalations, and suggest case-by-case resolutions as well as larger-scale fixes- Prioritize Tier 2 tickets to meet service level agreements- Ensure tickets are properly documented according to the company’s processes when required- Collect and share all beneficial information in regards to process/policy to all team members- Provide root-cause analysis for delay in resolution- Work with various team members to recommend long term or larger scale resolutions for recurring issues- Participate in a continuous state of learning- Clarify the company’s processes when required- Aid, advise, or lead on projects as assigned to help improve CX processes, tools, or training to improve customer outcomes

What you bring to the table:
- Excellent written and verbal communication skills- Focus on minimum details. Escalation is all about that- Passion for solving problems and deepening dive into investigations.- Experience in creating action plans- Customer Service Experience- Data analytics, We are all about numbers.- Experience in creating process and guidelines.

Core Competencies:
- Accountable- Verbal & Written Communication- Student/Customer Orientation- Problem solving/Good Judgement- Teamwork and Collaboration

Ideally, you also have experience with some of:
- Graduation in a relevant field- Google and Office Suites, Microsoft Access, Adobe Acrobat, Basecamp- Must have 2+ years of customer service experience- Experience working with educational institutions an asset- Knowledge of multiple ApplyBoard Customer Experience processes an asset

About ApplyBoard

ApplyBoard empowers students around the world to access the best education. With more than 800,000 students from over 150 countries helped with their journey in less than a decade, we are just getting started.

ApplyBoard’s 1,350 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 four-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 Work® 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.