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Customer Happiness Specialist

1 month ago
Philippines
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Articulate

Articulate

Articulate develops award-winning e-learning software and tools, such as Articulate 360 and Rise.com, that empower organizations to create engaging online training courses efficiently and effectively.

Internet Software & Services
51-250
Founded 2002
View All Jobs 10

Description

  • Provide friendly, empathetic support to customers via the E-Learning Heroes community, phone, live chat, and support cases.
  • Maintain coverage of live support channels, including direct calls and transfers from Sales, Order Management, and Success teams.
  • Monitor the E-Learning Heroes forums for spam, inappropriate content, and aggressive language in line with community guidelines.
  • Review and answer product forum threads that fall within support policy and have not already received a confirmed solution.
  • Serve as an escalation point and route cases to the appropriate team based on customer needs and frustration level.
  • Categorize and escalate cases to Sales, Order Management, and Success teams according to the rules of engagement.
  • Advocate for customer needs by gathering evidence for high-priority issues, bug prioritization, and feature requests.
  • Help customers use the proper support paths and guide them to documented support options when needed.
  • Build and maintain broad knowledge of Articulate software, support tools, tutorials, and filed bugs.
  • Support other team channels as needed, including Tier 2 cases, Slack channels, direct messages, and the Building Better Courses community.

Requirements

  • Able to handle stressful situations while maintaining a friendly and professional attitude.
  • Excellent written and oral communication skills.
  • Able to explain complex concepts clearly, concisely, and with empathy.
  • Able to manage multiple customer support input points at once.
  • Able to identify complex problems and determine the proper escalation path.
  • Able to work independently and manage day-to-day volume and case assignment.
  • Able to interpret customer needs from limited information or when English is not the customer’s first language.
  • Able to be available during requested hours, Monday through Friday, unless prior supervisor approval is given.
  • Creativity and persuasion skills to help customers understand policies or product behavior.
  • Experience or comfort with general technical support and learning new products and tools (preferred).

Benefits

  • Remote full-time role.
  • Salary range of $27,000 to $40,500 a year.
  • Opportunity to work for a leading SaaS company with a global customer base.
  • Equal Employment Opportunity and Affirmative Action employer.
  • Reasonable accommodations for qualified individuals with disabilities and disabled veterans.
  • Participation in E-Verify.
  • Human-centered workplace culture focused on equity, empowerment, and accountability.

Interested in this position?

Apply directly on the company website

Apply Now

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