Customer Happiness Specialist

Philippines Customer Support / Full-time- Remote / Remote apply for this job As the Customer Happiness Specialist you’ll serve on the front lines of support providing friendly, empathetic guidance to customers via the E-Learning Heroes Community, phone, live chat and support cases or escalations. Your goal is to meet customers where they’re at and ensure a seamless support experience, guiding them to the appropriate Support resources or team.

What You'll Do:

• Maintain coverage of live, support communication paths:
• Phones (ext 3 direct calls), as well as transfers from Sales/Order Management/Success (frontline revenue teams)
• Live chats transferred from frontline revenue teams
• Provide support in the E-Learning Heroes (ELH) community:
• Maintain an active, friendly and helpful presence in the ELH community forums.
• Monitor the ELH forums for users who may be contributing spam, inappropriate content and/or aggressive language in accordance with the ELH Community guidelines.
• Review and answer all ELH product forum threads that a) fall within our documented support policy and b) have not already received a confirmed answer/solution to the customer's problem.
• Serve as an escalation point routing cases to the appropriate team based on customer needs, level of frustration, while following our Rules of Engagement
• Categorize and escalate cases to Sales/Order Management/Success teams following rules of engagement
• Develop strategies and areas of improvement for accurate case escalation
• Advocate for customer needs through bug prioritization and championing of feature requests
• Track and gather evidence from calls, chats, forum threads for high priority customer issues or needs
• Provide a human touch and guided path to our documented support options for customers who are unfamiliar or have previously been unable to use our normal support case submission process.
• Work directly with Support Team leads to understand customer needs and issues to determine an appropriate course of action
• Develop strategies and solutions to ensure customers follow the designated support path in conjunction with the Customer Happiness Team Supervisor.
• Cultivate a broad and varied understanding and knowledge of Articulate software and tools, in addition to general technical support information to provide efficient and competent assistance to customers in a live environment.
• Continuation of training and knowledge acquisition for new/existing Articulate products:
• Review of updated solutions, tutorials, YouTrack filed bugs
• Participate as an active Support team member:
• Answering customer questions in other Support avenues such as Tier 2 cases, and the Building Better Courses side of the ELH community as time allows and for continued presence/training on new customer queries and issues
• Monitoring public and private Slack channels and direct messages to assist with Support related queries from Support team members and other colleagues within Articulate.
• Serve as a representative and liaison of the Support team to other Articulate teams as required.
• Availability during requested hours, Monday - Friday (unless prior approval from supervisor) to respond to customers in a timely manner in accordance with our Support policy.

All other duties as assigned

What You Should Have:

• You are able to handle stressful situations while maintaining a friendly and professional attitude.
• You have excellent written and oral communication skills; you are able to convey complex concepts concisely and clearly to customers and colleagues with professionalism and empathy.
• You can manage multiple input points for customers to seek help and assistance
• You have a talent for turning frustrated customers into the biggest fans of Articulate by actively looking for ways to assist them and thinking outside the box.
• You have the creativity and ability to negotiate and persuade customers toward understanding a particular policy or product behavior/design.
• You can identify complex problems and discern the proper escalation path.
• You display independence at managing the day-to-day volume, case assignment, and other duties as assigned or time allows.
• You are able to decipher and interpret customers' needs and struggles from limited information or in situations where English is not the user’s first language.

$27,000 - $40,500 a year