Lowongan Kerja British Council EnglishScore Juli 2023
Product Support Specialist
Job Description :
We are looking for a friendly, empathetic, and tech-savvy Product Support Specialist with strong prior experience in customer service at world-class software companies.
You love creative problem-solving, thrive in fast-paced environments, and communicate well in English and Bahasa Indonesia. You know how to:
- Coach and support people using complex technology for the first time;
- Communicate clearly with engineering teams;
- Provide feedback to product management teams.
- This role reports to the Senior Product Manager at EnglishScore, and is the perfect opportunity for someone looking to transition into product management from customer support.
EXPECTATIONS
- The Product Support Specialist role plays a critical part in supporting the testing activities of our partners in Asia. (Primarily universities.) Your responsibility is to ensure and enable a smooth experience for them when using EnglishScore.
This includes :
- Working with our clients to prepare for their English language testing, e.g. leading webinars, running pre-test technical checks, checking that technical requirements are met
- Providing live real-time support during testing periods, e.g. troubleshooting issues experienced by test-takers, answering questions from administrators
- Supporting post-testing activities, e.g. reviewing results in our web Dashboard, following up with any issues experienced during testing, providing input for future product development
- Creating, maintaining, and improving product support resources and documentation
- Working closely with regional team members (sales, account management) in Asia
- Working closely with our engineering and product teams in the United Kingdom.
DAY TO DAY
- A typical day might include:
- Joining the daily Asia team meeting to understand which new partners are being onboarded and what testing volumes to anticipate;
- Providing real-time standby support to a key client as they test hundreds of students;
- Coordinating status of new releases, issue resolution with product team (UK);
- Updating public tutorials with new popular FAQs;
- Checking on the status of a bug affecting iOS users;
- Providing input based on feedback from regional markets to our product and design teams.
WHO YOU ARE
- To be considered for this role, you must have:
- At least two years of experience in a customer support / customer-facing role, supporting a complex software application
- Excellent verbal and written communication (Bahasa Indonesia and English)
- Our ideal candidate would also:
- Have prior experience working with universities and other higher education institutions
- Have experience in quality assurance
- Bonus: Fluent in any other language (Thai, Vietnamese) spoken in Asia
WHAT WE OFFER
- The opportunity to work on a global service with millions of users in a dynamic start-up environment
- A fair compensation package
- Chromebook
Catatan:
- Harap selalu berhati-hati terhadap segala bentuk tindak penipuan.
- Selalu hindari lowongan kerja yang memungut biaya saat proses rekrutmen, karena sejatinya mencari kerja adalah upaya untuk mencari dan mendapatkan upah, bukan untuk dipunguti upah.
- Befwork selalu berusaha membantu untuk memilah dan memfilter informasi lowongan kerja yang dipublikasi. Tetapi, alangkah baiknya apabila diimbangi oleh wawasan yang lebih baik juga dari para Befseeker.
Tag: .
