Support Specialist

Who you are

You have a strong background in customer support, with experience in handling diverse user inquiries and resolving issues effectively. Your written communication skills are sharp, allowing you to convey complex information clearly and professionally. You possess excellent problem-solving abilities, enabling you to troubleshoot and address customer needs, even when they are not explicitly stated. As a senior member of the team, you model ownership and service excellence in every interaction. You are tech-inclined and comfortable using various support tools to enhance the customer experience. You understand the importance of safeguarding responsibilities in your role and are prepared to complete necessary background checks as required.

What you'll do

In this role, you will report directly to the Senior Manager of Support Services and be responsible for managing support inquiries through Intercom. You will engage with a wide range of users, including clients, apprentices, and internal staff, ensuring that their issues are resolved promptly and professionally. Your role will involve not only addressing immediate concerns but also identifying patterns in support requests to improve overall service delivery. You will collaborate with other team members to enhance the support process and contribute to a culture of continuous improvement. Additionally, you will act as a mentor to junior team members, sharing your expertise and fostering a collaborative environment.

What we offer

At Multiverse, you will be part of a dynamic team dedicated to transforming the workforce through innovative upskilling solutions. We offer a supportive work environment where your contributions are valued, and you have the opportunity to grow your career in the EdTech sector. You will be involved in meaningful work that impacts learners and employers alike, driving significant ROI through skill development. Join us in our mission to equip the workforce for success in the AI era.