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Virtual Class Support Specialist
1 month ago
EF Education First Overview
We are a global leader in online education, delivering hundreds of thousands of classes to students worldwide. Our diverse community showcases the rich diversity of cultures and backgrounds within our community.
About This Role
This entry-level role supports our teachers by efficiently handling cancellations requests and providing timely technical support.
Schedule Support
You will assist teachers in managing their schedules during emergencies by cancelling or reassigning classes to other available teachers. Your quick decision-making and organizational skills ensure that our students' learning experiences remain uninterrupted.
Technical Support
As the first point of contact for teachers seeking technical assistance, you will resolve common issues or escalate complex problems to our technical team.
Key Responsibilities
- Provide clear and professional support to teachers regarding cancellations requests through various channels.
- Demonstrate excellent phone etiquette by answering calls promptly and addressing teachers' concerns with professionalism and empathy.
- Monitor and manage incoming cases related to cancellations and tech support queue, ensuring all cases are resolved within specified timeframes.
- Prioritize and escalate complex or urgent cases as needed.
- Collaborate with internal teams to resolve cancellation-related issues.
- Maintain accurate records of all cancellation requests and communications.
- Provide feedback on the cancellation process and suggest improvements to enhance efficiency and teacher satisfaction.
Requirements
- Previous experience in administrative support, customer service, or a similar role.
- Strong written and verbal communication skills.
- Strong organizational and multitasking abilities.
- Experience with online teaching is an advantage.
- Reliable transportation to commute to the office.
- Ideal location within 15 to 50 kilometers of the office.
Salary Information
The estimated monthly salary range is between R8,000-R11,000, based on a 45-hour workweek and a fixed-term contract (1 year).
