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As a part of the Voxy’s Learner Success Team, the Learner Success Agent will be responsible for supporting the needs of our learners to ensure that they stay motivated and engaged throughout their course experience. In the interactions with students, agents\n\nare supportive and encouraging throughout the learning process,\nare patient, amiable, and good listeners,\nengage them to participate and submit their ideas/feedback, and\nare confident and proactive but not pushy.\nThe agent will report to the Learner Engagement & Assessment Manager, and together they will find ways to provide effective, better quality support for all our learners. The agent should be well-versed in customer service tools, with a track record of effectively and efficiently responding to various forms of support requests, including email, live chat, and phone calls.\n\nResponsibilities:\n\nManage large amounts of incoming emails, live chats, and phone calls\nIdentify and assess learners’ needs (technical, pedagogical, and motivational, in nature)\nCorrectly tag customer interactions\nProvide accurate, valid, and complete information by using the right methods/tools\nHandle complaints and provide appropriate solutions and alternatives within time limits\nFollow up to ensure resolution\nQualifications:\n\n2+ years experience as a customer support agent\nProficiency in Portuguese\nPeople person who exercises diplomacy, tact, and grace under pressure when working through customer issues\nStrong verbal and written communication skills, with a particular expertise in writing simply and concisely\nHas a passion for language-learning (to empathize with our learners!)\nProficiency in Spanish a plus\nExperience working in a growing business environment a plus\nFamiliarity with Zendesk is a plus\nPlease submit a resume and cover letter in English to be considered for this position. \n\nThis is a remote, part-time position with the potential to build to full-time.

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