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Customer Success Representative

Posted 24 Mar 2024
Work experience
3 to 5 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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Who we are

EdCast is an AI-powered knowledge cloud for unified discovery, knowledge management, and personalized learning. Our award-winning Learning Experience Platform (LXP) is used globally by Fortune 500 companies and government organizations to solve the discovery, curation and recommendation problems of content fragmentation across external, internal, and tacit knowledge sources. In addition to the LXP, our company’s solutions include MyGuide and Leapest by EdCast Marketplace.

Our mission is to democratize learning. Often called the “Netflix of Learning” our goal is to provide frictionless access to knowledge for our enterprise and association customers making learning “the way we work”. Our goal is to help re-skill and upskill the globe to meet the demands of a rapidly changing digital world in the 4th Industrial Revolution.

EdCast is founded at Stanford University and headquartered in the heart of Silicon Valley, with growing operations in Europe and Asia. EdCast is a fast-growing scaleup, backed by top-notch investors including Softbank, REV Venture Partners, London Fund, Crescent Enterprises.

Key responsibilities and activities:

  • Respond to user queries received via phone, email, and web-chat
  • Engage (inbound & outbound) with users on a regular basis to help fixing occurring issues; guide users through the environment and collect feedback on key functionalities and overall user experience
  • Troubleshoot platform functionality issues and escalate according to agreed procedures and protocols
  • Position (commercially) features, capabilities and products to new and existing customers
  • Support users during the roll-out of new features and capabilities
  • Initiate (onboard) and manage user experiences
  • Work cross-functionally to ensure the availability of information and provide adequate solutions for users
  • Ensure that all customer enquiries are dealt with, in accordance with the performance and service standards
  • Foster a collaborative environment within the team, focusing on amplifying learning, knowledge sharing, and continuous improvement

Key competencies and characteristics:

  • You are an extrovert, enjoy talking to customers and supporting them in creating successes
  • You have a customer-focused mindset
  • You are service and solution-oriented, with strong analytical skills
  • You are empathetic and a good listener, driven by providing the best experience to our users
  • You are fluent in English (both written and spoken). Fluency in Dutch, Spanish or German is an advantage for this position.
  • Outstanding verbal and written communication skills into IT context are a must, with an emphasis on email and phone etiquette when dealing with customer enquiries
  • You are Tech Savvy, and at ease with using and configuring software (tip – you will be working with cloud applications – so you need to feel very comfortable exploring applications, features, data etc.)

Requirements

  • An educational background in IT (preferred)
  • At least 3 years of experience related to customer-facing roles
  • Open to working flexible hours due to our global customer base
  • Keen to start as soon as possible
  • A valid work permit to work in the EU, although we will welcome and consider passionate folks from abroad
  • Only applications in English will be accepted

EdCast uses artificial intelligence and its curation engine to bring together organizations'​ internal learning content, expert insights along with millions of external resources into an easy-to-use, personalized learning experience and knowledge platform.

IT
Rotterdam
311 employees