Customer Support Specialist
BridgeU, Hong Kong
Job Description
The company and our mission:
BridgeU was founded with the belief that talent is equally distributed across the globe, but opportunity is not. We take pride in helping students discover and explore the best pathways available - wherever those opportunities may be. We help universities to discover and engage the schools and students that will contribute to their vibrant, diverse and successful programs and courses. We believe BridgeU has never been more critical to help students, schools and universities discover new opportunities globally and connect at a distance.
Today, BridgeU is the market-leading provider of university and career guidance software to international and globally-minded secondary schools. BridgeU is proud to work with secondary schools in over 300 cities across 140 countries. And, we partner with a growing number of leading universities, currently in 7 countries, to connect recruitment and admissions teams to the largest community of international schools available on one platform. Uniquely, BridgeU combines the culture and pace of a start-up with the support and stability of being part of Kaplan, part of one of the world’s largest and most diverse education providers.
Who you’ll be working with:
Our teammates are talented individuals who come from a variety of backgrounds. We’re committed to building an inclusive culture based on trust and kindness, which creates a work environment that helps enrich the product and support we provide to our customers.
We are remote-first but we do have offices in London and Hong Kong for those who wish to use them, as well as fully remote employees across 10 different countries. We also aim for team members to travel between our offices to have face-to-face time with one another to bond, work together and have fun.
Requirements
Responsibilities
- Act as the company champion when handling customer support requests, incidences and queries.
- Maintain a deep understanding of the product and provide high quality support to customers through online chat and email, utilising our range of support software to do this.
- Effectively triage, troubleshoot and resolve customer enquiries in a considerate and timely manner.
- Work closely with the teams across BridgeU including, Customer Success, Product and Engineering to ensure timely and effective customer resolutions.
- Act as the Voice of Customer within BridgeU, highlighting customer feedback and requests to wider business.
- Maintain our company data and records to ensure our knowledge base remains up to date and relevant.
- Create and maintain our customer education materials as needed, including help centre documentation, BridgeU community and our new product feature releases.
Requirements
- English at native level with strong written and verbal communication skills.
- Have experience working within a similar role within customer support. Extra points if you have technical troubleshooting experience within a support capacity.
- Be a self-starter, willing to proactively learn about our tech and industry whilst working autonomously in a fast-paced environment.
- You will be very tech-savvy and able to pick up new tools, systems and processes very quickly.
- Strong attention to detail along with high levels of organisational skills and time management skills.
- Experience using ticketing systems - we use Zendesk at BridgeU.
Benefits
What we’ll provide:
- 25k - 30k HKD/Month
- 25 days annual leave per year plus bank holidays
- Employer’s pension scheme
- Opportunities for flexible working hours, encouraging everyone to have a healthy work-life balance
- Company-funded social events
- Investment in your professional development and opportunities for career progression
- A comfortable and covid-secure office in Hong Kong
- A range of attractive benefits and corporate discounts
- Access to confidential counselling as well as financial and legal advice from our Employee Assistance Programme
- An open and democratic work culture where everyone can contribute, learn and teach
- Company-paid subscription to Calm
- Personal development: the company can fund books, courses and conferences that can help you learn and grow
Equal Opportunities
We are a global team with a global mindset, cherishing and protecting diversity as one of our core values. We are always looking to diversify the talent in our team.
Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion, belief, marriage or civil partnership. If you feel you don’t quit