Learner Support Specialist

2 days ago

San Fernando, Central Luzon, Philippines beBeeCustomer Full time ₱28,000 - ₱47,000
Job Description

At our organization, we provide continuous professional and workforce development, training, and education for cybersecurity practitioners. Our distinct pedagogy and practical, hands-on learning help organizations fill the infosec talent gap by training their teams on today's most critical skills.

Our team members are diverse, internationally published authors, conference speakers, and seasoned information technology professionals from both the private sector and governments worldwide.

This role may involve addressing general and non-technical inquiries through support email. The position may also include additional responsibilities as business needs develop.

We operate on a 24/7 schedule to ensure continuous support and coverage.

  • Deliver exceptional care and support to learners and prospective learners, fostering their success in achieving their learning goals.
  • Proactively address learner concerns by making thoughtful suggestions and taking appropriate actions to resolve issues effectively.
  • Direct learners to appropriate company resources, ensuring they have access to relevant tools, policies, and support services.
  • Assist with the general orientation of new learners, providing guidance on company policies, processes, and available resources.
  • Review, interpret, and evaluate learner data and metrics to identify at-risk learners and provide tailored advice and interventions.
  • Encourage and guide learners to build accountability for their decisions and understand the impact of their actions on their academic success.
  • Maintain accurate and thorough records of learner interactions and relevant data as required.

The role involves working independently in a fast-paced, high-pressure environment, prioritizing competing demands efficiently.

Duties and Responsibilities:

  • Ensure learner registrations are accurate and comply with company standards, including proper documentation.
  • Process and manage learner information update requests via email.
  • Handle tasks related to scheduling exams and providing exam-related information.
  • Sort, prioritize, and respond to general information inquiries and requests.
  • Address inquiries related to certifications, course updates, and course management.
  • Provide detailed responses to product-related inquiries.
  • Perform routine administrative tasks and provide additional support as directed.

Key Qualifications:

  • Proficiency in reading, writing, and comprehending English.
  • Excellent interpersonal and customer service skills, with the ability to engage effectively with diverse groups.
  • Strong attention to detail, coupled with exceptional analytical and investigative skills.
  • Ability to work independently in a fast-paced, high-pressure environment.
  • Outstanding multitasking and prioritization abilities to manage competing demands efficiently.
  • Demonstrated commitment to teamwork and collaboration, particularly in a remote working environment.
  • Basic knowledge of IT concepts and tools, with the ability to troubleshoot common technical issues.
  • 2 years of experience in Customer Service Industry (Email and Chat)
  • Prior experience working remotely
  • Experience working with customer service ticket system

Working Conditions:

  • This job is a work-from-home setup, thus consistent internet connection with at least 100 mbps speed is required.
  • This role is a full-time salaried position with shift work required, including evenings and weekends.

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