About us:
ThriveDX Enterprise, the world’s premier EdTech provider, champions digital transformation training as a means of empowering organizations and their communities to thrive in the age of digital disruption. Bringing proven cyber training techniques and the experience and knowledge of world-class educators and industry experts, TDX combines traditional and modern learning methods, leading-edge research, and practical experience to close the digital skills gap and future-proof the modern workforce.
Hours of Operation:
5PM - 5AM Monday to Thursday; 1:30 PM - 10:30 PM Saturday to Sunday - To support the US timezone’s operation. Shifts are 9 hours including a 1 hour meal break.
About the job:
The Help Desk Representative provides Tier-1 customer service and technical support for students, instructors, and internal customers. They assist customers via a variety of communication channels, diagnosing technical issues and providing information on product or service usage. When necessary, they refer customers to Tier-2 personnel for additional help. The representative also keeps a log of interactions to gather statistical data on common customer problems.
Responsibilities:
- Handle inbound and outbound calls to assist students and instructors with technical issues.
- Create and maintain customer accounts in the ticketing system and CRM.
- Resolve product or service problems within defined service levels.
- Assist Instructor Success Team in finding urgent substitutes for last-minute absences.
- Provide recommendations for potential products or services based on customer needs.
- Generate reports by analyzing customer and ticket information.
- Contribute to the team through knowledge sharing and training.
- Perform other duties and assignments as needed.
Requirements:
- Bachelor's or Associate Degree preferred.
- 2+ years of customer service experience preferred.
- Familiarity with Google platforms, Jira, office software, and phone systems preferred.
- Knowledge of Five9, Jira, Confluence, QLIK, Miro, Greenhouse, and Coassemble is a plus.
- Previous industry experience is preferred.
- Strong attention to detail and communication skills (written and verbal).
- Solution-oriented mindset with conflict resolution abilities.
- Proficient in documentation and information analysis.
- Resolving issues within Service Level Agreement.
- Highly motivated to achieve target-driven goals.
- Excellent communication skills.
- Ability to work independently.
- Effective multitasking and prioritization skills.
Work Environment
Work environment is home office-based
Contract
This is a Permanent, Full-time position (40h per week), on an Independent Contractor status
Please Include in your Resume:
- Salary expectations
- Metrics/ Key Performance Indicators in prior roles
- Ranking within past organizations
- References
