We're seeking User Care Associates to join our amazing team! In this role, you'll be the communication champion, providing exceptional support to our users and fostering strong relationships with our partners.

Responsibilities:

• Provide first-line technical assistance to users via phone, email, and chat.
• Document all customer interactions, including the issue reported, troubleshooting steps taken, and the final resolution.
• Onboard new users to the platform using data seeding tool and update details of old users
• Analyze user journeys and identify areas requiring video support.
• Travel to partner institutions across designated regions (overnight stays required) for product implementation, training and support
• Conduct product demonstrations and presentations tailored to the specific needs and technical skill sets of the audience.
• Install, configure, and troubleshoot technical issues directly on-site, ensuring smooth operation of our services.
• Proactively identify potential issues and provide solutions to ensure user satisfaction and successful product implementation.
• Build rapport and establish positive working relationships with key personnel at partner institutions.

Skills Requirement:

Technical Skills:

• Data Seeding: Ability to use data seeding tools to onboard new users.
• Product Knowledge: Understanding of the company's product or service well enough to conduct demonstrations, presentations, and user training.

Soft Skills:

• Communication: Excellent written and verbal communication skills to effectively interact with users, partners, and colleagues.
• Problem-solving: Ability to analyze situations, identify problems, and develop solutions.
• Customer Service: Providing exceptional customer support with a focus on user satisfaction.
• Relationship Building: Building rapport and establishing positive working relationships with users and partners.
• Adaptability: Ability to tailor presentations and support to different audiences and situations.

Additional Skills:

• Travel: Willingness to travel to partner institutions and potentially stay overnight.
• Documentation: Strong documentation skills to record customer interactions and technical details.

We value strong communication skills, a knack for problem-solving, and the ability to build rapport. This role offers a collaborative work environment, competitive compensation, and exciting opportunities for professional growth!

Does this sound like your perfect match? We encourage you to apply!