Senior Support Analyst

7 days ago

Cyberjaya, Selangor, Malaysia Krava Studio Enterprise Full time
  • Deliver exceptional customer support to users, addressing inquiries and resolving issues promptly and effectively.
  • Guide users through the onboarding process, ensuring they have a clear understanding of how to navigate and utilize platform features.
  • Manage course enrollment processes, ensuring that users are enrolled in their desired courses without delay.
  • Monitor and support participant engagement in courses, addressing any technical or procedural challenges that may arise.
  • Collaborate closely with technical teams to troubleshoot and resolve any platform related issues.
  • Support and maintain the Learning Management System (LMS), ensuring its continuous operation and efficiency.
  • Provide training and guidance to users on how to effectively use the LMS and its features.
  • Maintain comprehensive records of user interactions and issues, providing insights and feedback to improve the user experience.
  • Assist in the development and updating of user guides and support materials.

Requirements and skills

  • Minimum of 5 years of experience with advanced university degree Advanced knowledge of Incident and Request Management, ITIL certifications, and experience in global service desk environments.
  • Experience with Learning Management Systems (LMS) customer support such as Moodle, Blackboard, or Canvas would be an advantage.
  • Strong technical troubleshooting skills and a good understanding of web-based platforms and desktop technologies (Apple, Microsoft Windows, Android) and browsers.
  • Excellent communication skills, with the ability to explain technical concepts to non-technical users.
  • Highly organized with strong attention to detail.
  • Ability to work independently and as part of a collaborative team.
  • A proactive attitude with a strong commitment to providing exceptional customer service
  • Must be able to work in standard working hours (following Lyon, France time zone)

Job Types: Full-time, Contract

Contract length: 6 months

Pay: RM4,550.00 per month

Benefits:

  • Opportunities for promotion
  • Professional development

Work Location: In person

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