Customer Support Specialist
ApplyBoard
ApplyBoard simplifies the study abroad search, application, and acceptance process by connecting international students, recruitment partners, and educational institutions on one intuitive and personalized platform. ApplyBoard is a mission-driven, hyper-growth organization. It has been attracting dedicated individuals for more than eight years who are inspired every day to break down barriers to international education and take their careers to new heights at a company that will invest in their career growth. Our six core values are our compass in our mission to Educate the World and the foundation of our unique company culture. As an organization built on a foundation of diversity, it’s important that our team members are representative of the students from more than 150 countries that we support.
Job Title - Customer Support Specialist
Job Location - Gurgaon | Hybrid
Job Duration - Full Time
Job Shifts & Timings - Rotational Shifts/ Rotational Week offs.
The Opportunity:
The purpose of this role is to ensure the efficiency of the department and provide Tier 2 and standard support for customers and team members. This can include training, troubleshooting, and process implementation, as well as daily resolution of more complex customer inquiries or issues. The role may require working outside of regular work hours (e.g., evenings, weekends and/or some holidays).
What you'll be doing everyday:
Seen as a strong resource and is a Subject Matter Expert in a specific area of the application journey (e.g., Recruitment Partner Changes).
Answering and actioning Tier 2 inquiries and Live Chats through various different channels (e.g., email, chat, phone etc.).
Occasionally assist with training new team members and ensuring training materials are updated
Monitor the effectiveness of the workflow and offer solutions to inefficiencies
Provide troubleshooting assistance to Specialists on application-related questions/issues
Assist the team members on high volume days, as needed. Provide coverage when teammates are out of the office.
Assist management in developing and implementing process related policies. Aiding with change management within the team
Assist management with identifying gaps in cross team processes and policies. Assist with developing and implementing policies to ensure efficiency between teams.
Tailoring documents for product/development teams ensuring accurate implementation of changes
Involvement and leadership on projects and initiatives that are fully internal to the Support organization.
Preferred Qualifications/ Skills
Presentation and public speaking skills
Ability to deliver information correctly and precisely
Ability to listen to, understand and answer questions
Experience using Google and Office Suites, Adobe Acrobat, etc
Strong analytical abilities, detail-oriented, high level of accuracy and ability to maintain confidentiality.
Adept researching, investigating and problem-solving capabilities
Aptitude for prioritizing tasks
Exceptional interpersonal, verbal, and written communication skills
Proficiency in proofreading/ editing text to ensure spelling and grammatical correctness
Able to work in a collaborative, teamwork environment
Able to multi-task and shift roles as per the need/requirement for the day to meet deadlines
Able to adapt to new policies and procedures
Good knowledge of customer service standards
Ability to assess Employees
Excellent organizational skills
About ApplyBoard
ApplyBoard empowers students around the world to access the best education. With more than 1,000,000 students from over 150 countries helped with their journey in less than a decade, we are just getting started.
ApplyBoard’s 1,200 global team members in 30 countries assist students and our 1,500 partner institutions by empowering the international student sector with innovative technology and insights. As a five-time consecutive Deloitte Fast 50 and Fast 500 ranked company, ApplyBoard is growing and scaling like few other companies. On top of our strong growth, our people are growing personally and professionally. ApplyBoard India was Great Place to Work® Institute (India) certified for outstanding employee experience and workplace culture.
Thank you for your interest in joining the ApplyBoard Team and being part of our mission to Educate the World. While we are lucky to attract a high level of interest in each of our roles, only qualified applicants will be contacted and selected for an interview.
ApplyBoard welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates in all aspects of the hiring and selection process.