Customer Care & Operations Coordinator

The Network Infrastructure Knowledge Services team supports customers, partners, and employees through customer documentation and flagship certification programs, and is hiring a Customer Care and Operations Coordinator to support its business operations and service portfolio.

As Customer Care & Operations Coordinator you will be responsible for:

Learner Care management:

• Inquiry and response management, including quality assurance checks
• Tool management (Zendesk), including attending vendor meetings on how we can leverage our account
• Co-op management, including hiring, training, and mentoring the co-ops who assist with the daily tasks of customer care

Credential Management:

• Define the e2e student experience and the associated functional and usability requirements of the Student Portal
• Manage third-party off-the-shelf tool vendor (Brightlink)
• Implement program rule changes within the Student Portal

Lab exam management:

• Lead and evolve the e2e process of lab exams, including managing questions and issues related to scheduling and proctoring
• Analyze and create a yearly schedule for exam sessions
• Manage the vendor relationship with the proctoring team

Reporting Prime:

• Evolve reporting practice, which is based Power BI
• Generate reports needed for quarterly business reviews and ad hoc reporting

You have:

• Customer care and support
• Business systems analysis
• Supplier/vendor management
• Excellent English written and verbal communication

• Reporting with Power BI and Excel

  
  

It would be nice if you also had:

• You have a minimum of 2 years of experience in two of the following areas:
• Power BI expertise
• Working experience in the telecommunications industry and particularly in the learning and education space
• Experience defining functional requirements for learning and certification tools and applications