Customer Support Associate

ABOUT ALU

ALU is re-imagining college schooling for the twenty first century by making use of an revolutionary method to tertiary schooling. We’re leveraging trendy pedagogy, superior schooling expertise and international partnerships with main employers and universities to offer a deeply partaking studying expertise. We’re constructing campuses throughout the continent to ship this new mannequin of upper schooling. Our first two campuses —Mauritius and Rwanda— are already open, as is the ALU Faculty of Enterprise and 5 different hubs in main cities throughout the continent. Our final goal is to develop 3 million game-changing leaders for Africa and the world by 2060.

HOW WE WORK

As a high-growth start-up, the ALU Workforce approaches schooling from first ideas, empowers people to design, check, and implement artistic new concepts, and works intently collectively to craft transformative studying experiences. We’re deeply enthusiastic about our college students and excited by the problem of constructing one thing solely new.

ABOUT THE ROLE

As a part of the workforce, you’ll play an important position in establishing an environment friendly and sustainable Buyer Help system. To begin with, you may be liable for scoping out the help of stage 1, making certain that you just work with the remainder of the groups on Zendesk so that you just tackle an increasing number of of their queries to reduce their buyer going through time. You, along with the particular person groups, will collaboratively outline enchancment areas and clearly map out methods of working in the direction of effectivity in these areas. 

You can be liable for reporting the desired Buyer Help knowledge to the Knowledge and Operations workforce for Exco updates. Additionally, you will observe and share quantitative and qualitative KPIs to the operational brokers on Zendesk. This knowledge, suggestions and observations shared with the varied stakeholders will make clear enchancment wants, which you’ll have to provoke and drive throughout the group. The aim is to acquire a excessive stage of adherence to the agreed SLAs, and have a seamless buyer help system. 

To meet this mission, you have to be somebody who has nice oral and written communication abilities, an analytical mindset, autonomous working type and challenge administration strategies. You can be reporting on to and intently working with the Knowledge Unit Supervisor. Please word that this position has considerable alternatives for progress if you happen to reveal the management talents to deal with the Buyer Help perform independently with minimal supervision.

RESPONSIBILITIES

• Stage 1 tickets administration
• Determine areas for enchancment, set a timeline for Buyer Help effectivity, automate help the place doable, scope out and execute stage 1 involvement
• Preserve an in depth communication loop with all ALU stakeholders concerned within the help course of
• Determine gaps and enchancment alternatives, and drive these throughout group beginning with groups on Zendesk
• Make sure the utilization and upkeep of the data database throughout the group.
• Set bold subject decision targets and relentlessly work in the direction of assembly them.
• Work intently with Zendesk admin, determine any data gaps and manage studying classes. We’re in search of somebody who can rapidly study the executive aspect of Zendesk and ultimately work autonomously to onboard new groups and help present ones onto Zendesk with minimal supervision from the present Zendesk administrator.
• Generate, share, and analyze KPIs and reviews with the related stakeholders on a common foundation
• Some other duties assigned by your line supervisor.

REQUIREMENTS 

• Minimal qualification of a Bachelor’s diploma from an accredited establishment.
• A minimum of 1-2 years of expertise working with Zendesk or different customer support software program. Candidates with sturdy administrative data of Zendesk could be most well-liked.
• Wonderful folks administration and relationship constructing abilities
• Robust knowledge evaluation and visualization abilities.
• Demonstrated capacity to make use of totally different software program successfully to handle and course of knowledge, and agility to study new software program and instruments quick.
• Wonderful written and verbal communication abilities.
• Undertaking administration abilities, significantly sturdy work planning, prioritization, time administration, scheduling and group abilities.