Customer Success Advocate, India

2 weeks ago


Remote, Malaysia OpenLearning Global (M) Sdn Bhd Full time

The Customer Success Team plays a pivotal role in supporting partners while improving the learning experience for all on OpenLearning. As part of this team, the Customer Success Advocate provides timely technical support to our diverse user base.

Role type
Contractor, 38 hours
Reports to
Head of Customer Success
Job location (s)
Global

**About the role**:
This role plays an important part in driving the growth of the company through:

- Supporting our user base of learners, course creators, and institution administrators to have the best experience in using the OpenLearning platform;
- Collaborating with our internal teams to provide timely support and solutions.
- They will work collaboratively as part of the broader OpenLearning Teams to deliver against the company targets, contributing to the continuous improvement processes, and extension into new products and services.
- Hours of work are 11 pm - 7 am Sunday - Thursday, Sydney, Australia time (Friday and Saturday off)

Key accountabilities

**‍Customer support**:

- Liaise with institutional partners as their primary Customer Success contact. This includes providing:

- Platform demonstrations and walkthroughs;
- Phone support; and,
- Troubleshooting technical issues.
- Identifying and escalating bugs; including testing, reproducing and reporting issues and/or fixes where possible.
- Support our customers in using more technical platform features such as: LTI, xAPI, and integrations.



**Internal collaboration**:

- Work collaboratively with the global Customer Success Team to continuously improve our service to our customers.
- Liaise with our Product and Development Teams to write technical documentation and platform updates that support both our internal staff and public users.
- Be the voice of the customer when collaborating with internal teams to optimise user experience.
- Support our Sales and Account Management teams in using more technical platform features such as: LTI, xAPI, and integrations

**; Requirements**:
- At least 3 years of customer service/helpdesk background required
- Experience in SaaS Education or Tech-related industries and early-stage company experience is advantageous
- Proficient in problem-solving to comprehend client needs and suggest practical and efficient solutions and workarounds
- Can handle self-management and work with limited resources while still being an effective team player; experience working remotely as part of a team is a plus
- Excellent written and verbal English communication skills
- Able to communicate effectively with diverse audiences including both technical and non-technical stakeholders
- Capable of creating and maintaining strong business relationships with both internal and external clients
- Possesses a dynamic personality and is driven to think creatively to ensure excellent customer support



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