Customer Success Associate

Bengaluru, Karnataka, India | Customer Success | Full-time

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KNOLSKAPE is looking for a Customer Success associate to manage the support & operations of the learning and development programs.

 

Description

Offer support and technical assistance to client/users who are using our solutions and need help completing tasks. On the Operational front, the associate will be responsible for the management and coordination of assigned learning programs and courses also provide administrative and systems support related to training programs and courses.

  

Role & Responsibilities

  • Providing 1st line support to client issues; answering support queries via phone, email, web and Chat customer liaison - troubleshoots complex inquiries & recording and tracking incident and problem information in a ticketing system.
  • Applying understanding and knowledge of procedures, information systems, tools and services to assist users.
  • Maintaining a high degree of customer service for all support queries and adhere to all service management principles.
  • Liaise internally and externally to enable client queries to be answered and solve problems.
  • Identifying, investigating and researching user questions and problems as well as documenting FAQ & maintaining/updating it as required.
  • Briefing customers and/or management on the status of resolution efforts.
  • Serving as an advisor to users with issues by resolving or conferring with technical personnel.
  • Liaise with project manager and clients in order to initiate and manage training sessions, online courses, logistical support, LMS administration as required.
  • Communicate with participants (e.g. confirmation of training, questions regarding logistics etc.)
  • Maintain trackers - course/batch/activity wise trackers for the particular project/program
  • Generate reports (e.g.  Roster management, assessment, session completion reports) to provide information for the L&D metrics
  • Maintain session wise feedback for the courses and learning programs and generate analytics based on the reports
  • All other duties as assigned

 

 Skills and Qualifications

  • Any graduate, technology background preferred with 1.5-3 years of experience.
  • Willing to work in night shift.
  • Experience in L&D operation is preferred.
  • Strong computer skills and the ability to troubleshoot and diagnose problems.
  • Good customer service skills, ability to communicate effectively to help customers fix their issues and feel satisfied with the experience.
  • Keen attention to detail, memory of patterns, and interest in problem-solving.
  • Agility, flexibility and multi-tasking.
  • Writing and editing skills to aid in writing and updating manuals.
  • Ability to work independently with minimal supervision, while ensuring quality and meeting aggressive deliverable timelines.

 

Duration: Full time

Location: Bangalore

  

About KNOLSKAPE

 

KNOLSKAPE is an end-to-end learning and assessment platform for “accelerated employee development". By leveraging experiential technologies, industry and business contextualization, and rich talent analytics, KNOLSKAPE can accelerate learning and development in an engaging manner to help improve business performance.

More than 300 clients in 20 countries have benefited from KNOLSKAPE's award-winning experiential solutions. Using artificial intelligence, business simulations, gamification, machines learning, mobile, videos and virtual reality, KNOLSKAPE delivers transformative experiences for the modern learner and the modern workplace.

KNOLSKAPE is a 110+ strong team with offices in Singapore, India, Malaysia, and USA serving a rapidly growing global client base across industries such as banking and finance, consulting, IT, FMCG, retail, manufacturing, infrastructure, pharmaceuticals, engineering, auto, government and academia. 

KNOLSKAPE is a global Top 20 gamification company, recipient of Brandon Hall awards, and has been recognized as a company to watch for in the Talent Management Space, by Frost & Sullivan, and as a disruptor in the learning space, by Bersin by Deloitte.

Consent Clause:

KNOLSKAPE has obtained your personal data, resume and personally identifiable information directly from you or from any other their parties with whom you have shared your resume for employment or engagement or from the sources over internet, job portals, social media etc.

During our process of selection, interviews your resume, other personal information will be exposed to our internal employees and other stakeholders who are responsible for the process.

Post selection process you may be hired for employment at KNOLSKAPE or engaged for any products and services of KNOLSKAPE or may not be found suitable for a specific role or engagement.

KNOLSKAPE reserves the right of keeping your resume, personal information in our data base for the future purpose and usage.

We will not be using and sharing the data with any third party and your personal data. We are committed to preserving confidentiality, integrity and availability of your personal data

We would request you to go through the details carefully and provide your consent by signing in this document.  Without your consent we may not be able to process your personal data, resume for further processing for KNOLSKAPE.

KNOLSKAPE is abided by data protection rights of individuals and you can choose to exercise your data protection rights by not signing in this document

Right to rectification

You have the right to rectification of inaccurate personal data by providing details of corrections required and sending mail to concern KNOLSKAPE stakeholder.

KNOLSKAPE is an Equal Opportunity Employer. To know what our current employees feel about working here, do look up on us on glassdoor.com.

Consent Clause

KNOLSKAPE has obtained your personal data, resume and personally identifiable information directly from you or from any other their parties with whom you have shared your resume for employment or engagement or from the sources over internet, job portals, social media etc.

During our process of selection, interviews your resume, other personal information will be exposed to our internal employees and other stakeholders who are responsible for the process.

Post selection process you may be hired for employment at KNOLSKAPE or engaged for any products and services of KNOLSKAPE or may not be found suitable for a specific role or engagement.

KNOLSKAPE reserves the right of keeping your resume, personal information in our data base for the future purpose and usage.

We will not be using and sharing the data with any third party and your personal data. We are committed to preserving confidentiality, integrity and availability of your personal data

We would request you to go through the details carefully and provide your consent by signing in this document.  Without your consent we may not be able to process your personal data, resume for further processing for KNOLSKAPE.

KNOLSKAPE is abided by data protection rights of individuals and you can choose to exercise your data protection rights by not signing in this document

Right to rectification

You have the right to rectification of inaccurate personal data by providing details of corrections required and sending mail to concern KNOLSKAPE stakeholder.