TECHNICAL SUPPORT OFFICER

TECHNICAL SUPPORT OFFICER

Job Overview

Location
Colombo, Western
Job Type
Full Time Job
Job ID
29500
Date Posted
8 months ago
Recruiter
Nethuva
Job Views
326

Job Description

Adventus.io is a B2B2C SaaS-based marketplace in the international student recruitment sector. We help institutions and recruitment agents find and transact with each other, ensuring the right student is matched with the right placement for their needs.
 
Founded in 2018, we’re on a mission to change the way the world accesses international education. We’re looking for ambitious self-starters who want to be part of our mission and create the extraordinary.
 
We are a fast growing team of 250+ | Offices globally | AUD$22.7M Series A
 
About the Technical Support & training Team
 
The TST team is responsible for monitoring the system and incident/service request management from end-users to identify the issues and solution in collaboration with internal stakeholders. Additionally we also support conducting different levels of application testing (UAT/Regression/Smoke) for all changes implemented in Adventus.io platform, plus enhancing and maintaining the application provision extended within the business.
 
About the role
As a Technical Support Officer you will be working with a diverse set of customers who subscribed to the Adventus.io platform to manage student recruitment. Your role is to support our customers post-sale technical relationship, by becoming a technical expert in our products, internal processes, and the needs of our customers and provide exceptional customer service to support and resolve any issues they are experiencing
 
A day in the life of a Technical Support Officer

  • Provide post-sales technical and consultative support, that is prompt, friendly and accurate to our customers via email, phone, and chat
  • Proactively make outbound calls to existing and previous customers to ensure product functionality
  • Troubleshoot reported product issues to diagnose and provide accurate, valid and complete information to our customers, escalating bugs to internal product management
  • Ensure business processes and procedures are documented and improved as required
  • Specialize in our product and become a Subject Matter Expert by attending training sessions
  • Work cross-functionally with Product, Tech and Sales teams to deliver exceptional service, and ensure we are exceeding client expectations - every time
  • Maintain a focus on excellence by meeting or exceeding targets including Quality Assurance (QA), Customer Satisfaction and productivity (resolution)
  • Be a customer -facing ambassador of Adventus.io ensuring professionalism, actively listening and understanding the needs of our customers, ensuring a solution-oriented mindset

 
Who are your key stakeholders?

  • Recruiters/Agents
  • Students
  • Assistant Sales Managers
  • Sales Managers
  • Training & Support team

 
About You
Customer Centric

  • Demonstrated passion for delivering outstanding customer service
  • Demonstrates a thorough knowledge of our product to provide effective training and service to customers
  • Identify and respond quickly to customer needs
  • Proactively collaborate across internal teams to improve outcomes for customers

Communication

  • Excellent communication & listening skills with ability to be persuasive

Building & Managing Relationships

  • Proactively build productive internal and external working relationships that are high in trust and influence positive outcomes

Managing Self

  • A self starter with initiative to work autonomously but also provide valuable contribution to the team
  • Capability to achieve performance expectations and taking accountability for delivering targets/KPIs
  • Demonstrates a strong ‘can-do’ approach; striving to achieve high standards and investing time making a positive impact to the team

Planning & Organizing

  • Exceptional organizational skills, delivery quality service on time, every time
  • Is flexible and adaptable and respond quickly when customer needs/ situations change

 
It’s awesome, but not required, if you have:
Experience with CRM software
 
What do you need to succeed?

  • A drive to proactively cultivate relationships with team mates through inclusion and celebration
  • Healthy dose of optimism when faced with challenges
  • Dedication to continuously improve and develop your strengths & talents
  • A strong identification with Adventus values
  • Ability to juggle and prioritize competing priorities

 
At Adventus.io, our partners come from all walks of life and so do we. We hire great people from a variety of backgrounds, not just because it’s the right thing to do, but because diversity makes us even greater. We want you to be you so welcome the unique contributions that you can bring regardless of your education, culture, ethnicity, race, sex, gender.

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