Technical Support Agent

1 week ago

Cape Town, South Africa Construct Education Full time

**Job Summary: As a Technical Support Agent, you will be responsible for providing exceptional voice and written support to students and faculty who contact us. You will serve as a primary point of contact for addressing inquiries, resolving issues, and providing guidance related to various technical queries.**

**Responsibilities**:
**Provide Technical Support**
- Offer timely and accurate assistance to students via voice calls and written text
- Respond and resolve all Learner Management System (LMS) queries
- Troubleshoot issues - Identify and resolve queries, including technical difficulties, by providing step-by-step guidance and troubleshooting assistance.
- Maintain detailed records of student interactions, inquiries, and resolutions using CRM software or other designated systems.

**Ensure Accuracy**
- Verify student information, update records, and ensure the accuracy of data entered into the system during interactions.

**Deliver Exceptional Service**
- Strive to exceed student expectations by delivering exceptional service with a friendly demeanor and a customer-centric approach.

**Adhere to Policies**
- Adhere to organizational policies, procedures, and guidelines while handling student interactions and maintaining confidentiality.

**Continuous Improvement**
- Seek opportunities for professional development and skill enhancement to improve service delivery and effectiveness.

**Requirements**:

- Fluent English speaking and writing skills
- Previous experience in a customer service or contact centre environment
- Strong interpersonal skills with the ability to empathize with students and address their concerns effectively.
- Proficiency in using CRM software, helpdesk systems, and other communication tools.
- Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.
- Detail-oriented with a focus on accuracy and quality in all interactions.
- Flexibility to work in shifts, including evenings, weekends, and holidays as needed.
- Commitment to delivering exceptional customer service and maintaining a positive attitude under pressure.
- Must have an internet connection of at least **20 mbps.**:
**Benefits**

ABOUT CONSTRUCT

Construct Education is a strategic digital learning solutions company specializing in the design of innovative, impactful, and bespoke digital learning experiences. As a wholly-owned subsidiary of OES, a global leader in education solutions, we continue to push the boundaries of online education.

Construct Education is a fee-for-service partner to institutions, and organizations worldwide, creating digital learning experiences that empower both learners and educators. We are committed to redefining online education in a way that prepares learners for real-world challenges and helps them succeed in their careers.

We are on a mission to transform online learning and bridge the gap between education and employment. Our vision is for everyone to have access to meaningful education through superior online programs.

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