Demonstrated experience as a top performer in customer support
specializing in reducing ticket escalations and driving operational efficiencies Proven ability to handle complex and escalated customer issues with a track record of finding solutions that minimize escalations
have always been a quick student and will learn and demonstrate a passion for Outschool
Excellent verbal and written communication skills
i THRIVE in rapid shifting dynamic environment
track record of keeping up with product changes and evolving support processes
Keenly experienced in expeditious de-escalation of support tickets though developing strategies to tackle recurring challenging issues at their root
ensuring that similar cases can be efficiently handled by our outsourced team or AI in the future
I have and will play an active role in training our outsourced agents handling escalated cases
Apply critical thinking to identify opportunities for enhancing the efficiency of workflows and processes for escalated tickets
Advocate for reducing friction in the customer experience by proactively identifying and surfacing pain points
Technical Support for Windows/OS/iOS
several years remote support via email/chat/phone