About the job
Join the Instructure Team! We are dedicated to empowering individuals to grow and thrive in their educational and professional journeys. Our mission is to create user-friendly products that enhance learning experiences, foster connections, and motivate personal advancement.
Parchment, a product of Instructure, is on the lookout for a passionate Learner Support Representative (LSR) to become a vital part of our support team based in Manila. In this pivotal role, you will act as the first point of contact for learners and customers, providing prompt, precise, and compassionate assistance. You will articulate complex policies and procedures, troubleshoot issues via various communication channels (phone, chat, web case), and help users confidently navigate our technology and services.
Job Details:
Location: Onsite | Giga Tower, Bridgetowne, Ugong Norte, Quezon City
Schedule: Monday to Sunday | Shifting Schedule (24/7 coverage)
Your Role:
- Act as the primary contact for consumer inquiries through phone, live chat, and support tickets.
- Communicate complex policies and technical instructions with clarity and empathy.
- Diagnose user issues and guide customers through our electronic platforms.
- Assess applications for completeness and compliance with guidelines.
- Efficiently manage client inquiries via a web-based ticketing system.
- Maintain accurate records and input data across multiple systems.
- Collaborate with team members to troubleshoot issues and share best practices.
- Achieve performance metrics including average handling time, schedule adherence, service quality, and first-call resolution.
- Proactively update stakeholders on resolutions and progress.
