Lowongan Kerja British Council EnglishScore Juli 2023

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.

  • 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.

  • 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.

  • 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

  • The opportunity to work on a global service with millions of users in a dynamic start-up environment
  • A fair compensation package 
  • Chromebook

  • 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.

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