Customer Service Specialist

Dion Training Solutions is a technology-driven online education services company that exists to serve our students throughout their cybersecurity, information technology service management, and project management careers. Dion Training has provided training to over 500,000 students in 190 countries since 2016. With our courses, students can learn faster with our focused studying techniques to help them conquer their next certification exam on the first attempt. With test prep, continuing education, and our hands-on virtual labs, we help our students not only pass their exams, but also be ready to perform on the job.

We believe in creating industry-changing digital products that serve our audience more efficiently and effectively. Dion Training believes in blending outstanding people with state-of-the-art serverless technology to rapidly scale with the increasing demands for our products. We are a quick-moving company and looking for someone who shares our growth mindset and isn’t afraid of embracing emerging technologies.

We are in search of a Customer Support Specialist to collaborate with our Operations team in addressing customer service tickets. The ideal candidate should possess strong organizational skills, a willingness to learn, and the ability to produce high-quality work with limited supervision. Therefore, the role involves addressing customer queries that are beyond the scope of developers, such as issues related to sound or video visibility. Your role will be pivotal in bridging this gap and ensuring a seamless customer support experience.

What You’ll Be Doing

Dion Training Solutions is rapidly expanding and is looking for an experienced technical customer service representative to join the team. As a customer service specialist you will be responsible for answering student Q & A that may require knowledge of information technology or cyber security.

Duties and Responsibilities:

Daily responding to Udemy Q&A
This includes technical questions related to our courses
Daily responding to customer Question and Answers.
This includes technical questions related to our courses and general questions
Be able to do research before escalating tickets
Troubleshooting in LMS when necessary
You will also refer the questions you cannot answer to our subject matter expert
Administrative duties as needed
Update and maintain SOPs (standard operating procedures)
Regularly collaborate with other departments

Requirements and Qualifications

Be able to attend team meetings each Mondays 9 am (Eastern Standard Time)
Must be able to work 11am-4pm EST
Prior customer service or administrative experience
Independent problem-solver
Good time-management skills
Great interpersonal and communication skills
Preferred: Technical background and/or experience in IT or IT training
Preferred: Have at least one CompTIA certification