Customer Support Assistant (f/m/d)

Job description

Purpose of Position As Customer Support Assistant, you will ensure fast and comprehensive ticket response, deeply understanding client’s needs and frustrations within the Platform Services Support Team. The team works in sync with other Platform Services business unit functions and collaborates with other department support teams to optimise the available content and tools. The ambition is to drive self-resolution of issues to reduce support tickets and a first-class support experience. A fantastic opportunity to be part of a global, fast paced and dynamic team! Key Tasks: - Managing various types of support requests from live clients, such as those relating to programme development or management, identifying and redirecting requests to the right support teams (finance, technical). - Ensuring quick and efficient triage of Essentials requests and redirecting them to the assigned teams. - Assisting with the management of programme upsells and retention. - Handling projects to update the content available for the clients and internal tools to improve support and client satisfaction, help with translation. - Keeping constantly informed about the upgrades of functionalities and internal...