- Responsible for providing customer support for learners using the Learning Management System (LMS) and Assessment Platform.
- In charge of offering technical issue resolution via e-mail, phone and trouble ticketing.
- Ensuring that the ticket does not exceed the SLA.
- Determine training needs through quality checks, identifying training gaps & conducting programs to enhance operational efficiency of the process.
- Providing customer support and ensuring maximum customer satisfaction through achieving delivery & service quality norms.
- Assist customers with complex queries regarding the learning platform by remotely accessing their desktop.
- Impart training to customers in system navigation and use of applications related to the platform.
- Provide assistance to customers with online assessments to assess their learning.
- Work closely with users of the Online Book Library, helping them avail of different services offered online.
- Involved in Course Management and Reports Management.
- Identifying improvement areas & implementing measures to attain customer satisfaction levels.
- Managed Liqwid Krystal CRM. The reports included
1.Populating Sales Data
2.Generating Weekly/Monthly/Yearly Reports