Technology Department   |   April 29, 2016


Chief Happiness Officer

As a Chief Happiness Officer at Velsoft you will respond to and help resolve customer questions regarding software products. You will be responsible for researching the root cause of customer tickets and bringing it to the attention of the appropriate department. In addition, you will follow up on open issues and provide customers with instructional documentation, training, and other resources to address customer questions and concerns.


Skills:

  • Verbal and written
  • Able to work as part of a team and independently as well
  • Customer service experience
  • Dependable
  • Detail oriented

Nice to have:

  • Sales credentials and experience
  • Customer service credentials
  • Knowledge of the training industry/corporate universities
  • International calling experience
  • Knowledge of learning management systems
  • Basic HTML and CSS knowledge

Key responsibilities:

  • Setting up demo accounts
  • Monitoring and maintaining LMS accounts and customer accounts
  • Responding to staff/clients through a series of actions, either face-to-face, email, or telephone to help set up systems or resolve issues
  • Troubleshooting system and computer problems and diagnosing and solving LMS bugs
  • Providing support, including procedural documentation and relevant reports
  • Following diagrams and written instructions to repair a fault or set up a system
  • Supporting the roll-out of new applications
  • Setting up new users' accounts and profiles and dealing with password issues
  • Responding within agreed time limits to call-outs
  • Working continuously on a task until complete (or referral to third parties, if appropriate)
  • Prioritizing and managing many open cases at one time
  • Acting as a go-between for development staff and sales/customers
  • Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers
  • Testing and evaluating new technology