OpenSesame Off Campus Drive: A fast-growing, dynamic company is seeking a seasoned Customer Support Representative to be part of their team. They will provide exceptional customer service to its global client base. The job focuses on solving questions from customers through chat, email, and telephone, while using sophisticated AI-powered tools to improve the efficiency and improve quality. The ideal candidate is comfortable in a work-from-home environment and excels in resolving technological issues and works seamlessly with teams from different departments to provide long-term solutions.
This job offers the chance to make a difference by helping companies upskill their employees through a platform that offers more than 40,000 training classes. Strategic alliances with more than 150 Global 2000 companies rely on this platform to build high-performing and well-known teams.
Job Overview
- Location: remote (Asia-Based)
- Shift: Pacific Time, 4 2 AM – 1 AM PST, Monday to Friday
- Language: Fluency in English is required
Key Responsibilities
- customer support delivery: Response to customer queries via email, chat and telephone, assisting with technical issues relating to learning platforms with ease and compassion.
- AI Tools Utilization: Make use of AI-enhanced assistance tools, including Zendesk AI macros, as well as automation features to improve processes, cut down on resolution times and maintain high-quality service.
- Problem Resolution and Scaling: Find the root cause of customer problems, document the cases in detail and escalate complicated cases to the appropriate teams, while keeping customers up-to-date.
- Cross-Functional Collaboration: Collaboration with Sales, Product, and Curation teams to meet customer requirements and assist in an ongoing improvement in customers’ experience.
- Product Knowledge: Learn the in-depth knowledge of the product suite offered by the platform with a focus on typical use cases and challenges faced by customers, so that you can give accurate and confident assistance.
- Helpline for Internal Users: Help colleagues with product-related issues through Slack and fostering a cooperative and receptive team culture.
Performance Objectives
Within 30 Days
- Provide assistance via chat and email, and address technical issues that arise on the platform for learning.
- Complete onboarding with 1:1 training as well as internal documentation and E-Learning courses to develop the fundamental product understanding.
- Prove an effective approach to questioning, clear documentation and the appropriate escalation of difficult cases.
- Utilize previous experience using AI-powered tools for support (e.g. macros, bots and suggested responses) to increase the speed of responses and quality.
- Demonstrate strong written communication abilities and a positive method of learning as well as problem solving.
Within 60 Days
- Manage a queue independently of 45plus support tickets, solving various concerns related to courses and products.
- Conduct tests for courses and products and course testing, working with course publishers to determine and solve issues.
- Participate in cross-functional discussions to ensure that the needs of customers are addressed in a collaborative manner.
- Use AI-driven tools in the future to simplify workflows and offer consistently good customer service.
- Develop confidence when navigating complex technical discussions with a customer-focused tone.
Renault Group Careers 2025 | Engineer
Within 90 Days
- Get a deep understanding of the complete suite of products Understanding common usage scenarios and the challenges.
- Start handling support via phone and recognizing when live-streamed conversations help speed resolutions.
- Recognize and escalate high-impact complicated issues efficiently, while working on teams in order to achieve quick resolutions.
- Work together to solve problems independently and knowing when to ask for input or work on your own.
Within 6 Months
- Answer internal support queries through Slack and contribute to a positive team culture.
- You can navigate all the support processes effortlessly, while guiding other departments to engage members of the team.
- Be confident in resolving common issues and escalate cases with edge issues to team members who can help.
- Create a reputation for yourself as an experienced, compassionate and reliable support rep appreciated by colleagues and customers.
Qualifications
- Technical skills: Ability to solve problems to address technical issues on the platform Experience in ticketing and other CRM software.
- Communication: Excellent writing and verbal communication abilities in English and with a professional, clear, and a customer-centric approach.
- Solution-focused: Proactive approach with the goal of discovering the root causes and providing the long-term solution.
- Collaboration: Experience working with cross-functional teams to address issues as well as improve the efficiency of processes.
- Adaptability: Experienced remote work in frantic environment as well as taking care of Pacific Time shifts (4 PM until 1AM PT) and sometimes weekends on-call shifts.
How to Apply
The candidates who are interested should submit their resume, highlighting the relevant experiences in customer service and AI tool use. Applications can be submitted via the career portal of the company.