About Joy Business Academy-
Joy Business Academy is a growing and ambitious studio leading lifelong learning. We use modern digital tools, game design techniques and innovative technologies to re-envision the delivery of innovative learning solutions.
We are calling out for our new Technical Training and Customer Support to take care of the after care support with our clients and helping them to troubleshoot technical difficulties.
You’ll be coming to a team with a strong sense of ownership and pride over their work, that is deeply attuned to creating positive social impact for a wide range of learning communities.
Sounds intriguing? Read up on what we’re looking for, and let us know if you are the one.
Your responsibilities - (a.k.a what you can expect to do on a day-to-day basis)
As a Technical Training and Customer Support, the majority of your time will be spent dealing with user queries over the phone and through our ticketing software. This is a role you can make your own, with the opportunity to go beyond pure technical support and develop meaningful relationships. The role involves around 20% of the QA activities such as defect logging, tracking, accurate status reporting and collaborating with the dev team.
Providing help and answers to the customers’ technical issues through identification of the problem itself, research on answers and subsequent provision of guidance
Work with our Technical team, Product team, and QA team to deeply understand our products in order to convey this understanding to our clients in a support role
Deal with any technical product questions or issues via the online tickets and phone
Follow up with clients to ensure their technical issues are resolved
Schedule and conduct regular reviews with clients and convey the results to the
appropriate internal team members
Working with the Sales team to gather client insight.
Maintain a scalable, efficient system for handling client requests
Collect feature requests and feedback, communicating these to the relevant teams
Inform customers about new features/functionalities as needed
Attend client facing meetings, conferences, expo as required
Evaluation of the system’s problems to recommend enhancements
Skills Profile -
(a.k.a requirements to be successful in the role)
Degree in IT or other related technical field
Experience with VR /and/or trainer is a plus
Excellent customer and service orientation
Well developed communication and analytical skills
Good knowledge of the operating systems and relevant hard- or software
Good problem-solving skills and focus on quality
Serenity in challenging situations
Outgoing, with a warm personality
What we offer -
Have an impact: with innovation and smart technology, we are changing the way people learn, and you too can have an impact on this disruptive adventure.
If this role sounds like your next opportunity, please send your resume, examples of your work, and an accompanying cover letter that includes:
Key relevant experience
Why you would like to work for JBA
We are an equal opportunity employer and value having members that represent our global diversity. We strongly encourage any individual regardless of race, religion, colour, nationality, gender, sexual orientation, age, marital status, or disability status to apply for this role.