EUS Support Specialist
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Job Description
EUS Support Specialist providing Tier 1 assistance remotely for eSkillz's Learning Management System users. Engage in real-time support through chat and ticket resolution.
Responsibilities:
- Serve as Tier 1 support for users needing assistance with their Learning Management System (LMS) or other software.
- Spend most of your time actively responding to users in real-time via chat or processing support tickets.
- Monitor email and Microsoft Teams messages to assist team members.
- Review updates to Knowledge Base articles and client communications on new policies and procedures to better support the team.
- Maintain key performance indicators (KPIs).
- Represent eSkillz and the client professionally in all interactions.
- Attend meetings and training sessions as required.
- Monitor user trends, flag unusual activity, and report findings to management.
Requirements:
- Excellent written and verbal communication skills in English.
- Strong problem-solving and research skills to quickly identify solutions.
- Outstanding customer service skills, including professionalism, courtesy, and patience.
- Empathy and adaptability to assist users with varying levels of technical experience.
- Reliability and punctuality—your team depends on you for shift coverage and breaks.
- Must have your own computer with reliable high-speed internet access.
- Minimum of 16 GB of RAM.
- A focused workspace free from distractions.
- A proactive mindset to identify opportunities for improving support processes.
- Bonus points if you have:
- Experience providing Tier 1 end-user support.
- Familiarity with chat-based and ticket-based customer service or technical support.
- Multilingual abilities.
- Experience in public speaking or delivering presentations.
- Technical or IT troubleshooting experience.
Benefits:
- This is an hourly contractor role that is not eligible for benefits.
- Time off is unpaid.
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