Job description

This is a remote position.

Grow your career with one of Australia's Best Student and Learning Management Systems!

Great career progression in a rapidly expanding company
Be part of a dynamic and successful team!
Enjoy the convenience of Australian hours – No night shift and no rush hour travel!

Company Overview

TRG's software-arm, eSkilled is a leading provider of innovative learning management systems (LMS), student management systems (SMS), and a suite of software solutions designed to enhance education and training experiences. Our products support a wide range of industries by offering eLearning solutions, SMS, LMS, and custom development. For more information, visit eSkilled.com.au.

Role Overview

The Customer Experience Specialist position is key in maintaining a positive customer experience throughout the customer lifecycle. You will be responsible for addressing customer inquiries and resolving issues via email through our ticketing system, ensuring clients feel supported while using eSkilled's products, including the LMS, Student Management System, and other software solutions.

Key Responsibilities:

Respond to customer inquiries and resolve issues primarily via email using the ticketing system.
Troubleshoot customer issues related to eSkilled’s LMS, SMS, and other software solutions, escalating to technical teams when necessary
Educate customers on product features, updates, and best practices for using eSkilled’s LMS, SMS, and other solutions.
Assist customers with navigating eSkilled’s products, ensuring a seamless experience.
Collaborate with the Customer Success team to organize client-requested training or onboarding schedules.
Gather and report customer feedback to enhance service quality and product offerings.
Follow up with customers to ensure issues are resolved and satisfaction is maintained.
Document all client interactions and resolutions within the Helpdesk system to maintain accurate customer records.
Support in creating and updating customer-facing documentation such as FAQs, user guides, and troubleshooting steps.

Key Performance Indicators (KPIs):

Service Level Adherence Rate: The percentage of support interactions that meet the defined Service Level Agreements (SLAs).
Resolution Time: The time taken to fully resolve a customer's initial inquiry. The goal is to complete resolution within the defined SLA—such as resolving a ticket within 24 hours during business hours. This ensures timely support and enhances the customer experience.
Customer Satisfaction (CSAT): Maintain or exceed a target CSAT score based on feedback from customer interactions, reflecting the perceived quality and helpfulness of support.
Quality Scores (QA Evaluations): Performance scores based on evaluations conducted by the team lead, assessing communication, accuracy, professionalism, and adherence to process in customer interactions. These evaluations help ensure consistent quality across the team and identify areas for coaching or improvement.

Qualifications:

Previous experience in customer support, preferably in the tech or education sector.
Strong written communication skills with the ability to convey complex information clearly via email.
Proficiency with customer relationship management (CRM) software and ticketing systems.
Familiarity with Learning Management Systems (LMS), Student Management Systems (SMS), and related technologies is a plus.
Problem-solving mindset with a focus on delivering excellent customer service.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
A team player with the ability to work independently when needed.