Intern - Customer Success

Job Summary

Offer support and technical assistance to client/users who are using our solutions and need help completing tasks.

On the Operational front, the Intern 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.

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

Requirements

• Any graduate, technology background preferred with 1.5-3 years of experience.

• 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.