Customer Success Executive

KodeKloud is a fast-growing EdTech SaaS company dedicated to transforming the way businesses upskill their teams in DevOps, Cloud Computing, and IT by offering hands-on, practical learning experience.

Trusted by over 1 million users worldwide, #4 on the Straits Times’ List of Fastest Growing Companies in 2024! KodeKloud's mission to revolutionize DevOps education is championed by our team of over 100 exceptional individuals across the globe.

As trailblazers in the remote-first workforce, we seamlessly blend work from cozy cafes, sunny beaches, mountain retreats, and vibrant cities or from our company-sponsored home office setups. Meanwhile, our HR team is meticulously planning our next meetup in a unique corner of the globe, where our globally dispersed teams can reconnect, recharge and rebond.

Wondering if you will fit in ? Read on !!!

The Role

As a Customer Support Executive, you will play a vital role in ensuring our customers have a seamless learning experience and receive excellent support throughout their journey.

Key Responsibilities

• Respond to customer inquiries via written channels such as email and live chat promptly and professionally.
• Provide technical support and troubleshoot course access, platform navigation, and account management issues.
• Guide customers in selecting appropriate courses based on their requirements and career goals.
• Assist customers in understanding complex DevOps and cloud concepts and provide clarifications on course content.
• Collaborate with the content team to stay updated on course updates, new releases, and industry trends.
• Document and track customer interactions and resolutions accurately in our CRM system.
• Escalate unresolved issues to the appropriate internal teams and follow up to ensure timely resolution.
• Proactively identify opportunities for improving the customer support process and contribute to implementing effective solutions.
• Collaborate with cross-functional teams, including Sales and Technical Support, to ensure a seamless customer experience.
• Stay informed about industry trends, advancements, and best practices in DevOps and cloud technologies to better assist customers.
  
  

Required Skills And Experience

• Minimum of 3 years of experience in customer support, preferably in the e-learning industry or a technology-related field.
• Excellent oral and written communication skills with the ability to articulate complex technical concepts clearly and concisely.
• Outstanding problem-solving and troubleshooting skills with a customer-centric approach.
• Experience working with CRM systems and ticketing tools to manage customer interactions and provide efficient support.
• Proven ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Strong organizational skills and attention to detail to ensure accurate documentation of customer interactions and resolutions.
• Ability to work independently and as part of a team, demonstrating a collaborative and proactive attitude.
• Flexibility to work weekends, holidays, and night shifts to accommodate customer needs or participate in team projects.
  
  

Preferred Qualifications

Brownie points if you possess below abilities, knowledge or experience -

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field
• Experience with CRM, Hubspot etc,.
• Knowledge in DevOps, Cloud, or related technologies would be a bonus