Customer Happiness Specialist

What You’ll Do

As the Customer Happiness Specialist you’ll serve on the front lines of support providing friendly, empathetic guidance to customers via the E‑Learning Heroes Community, phone, live chat and support cases or escalations. Your goal is to meet customers where they’re at and ensure a seamless support experience, guiding them to the appropriate Support resources or team.

• Maintain coverage of live, support communication paths: phones (ext 3 direct calls), and transfers from Sales/Order Management/Success (frontline revenue teams)
• Provide support in the E‑Learning Heroes (ELH) community: maintain an active, friendly and helpful presence in the ELH community forums
• Monitor the ELH forums for users who may be contributing spam, inappropriate content and/or aggressive language in accordance with the ELH Community guidelines
• Review and answer all ELH product forum threads that fall within our documented support policy and have ...