Global Support Representative
Go1
The next chapter of our growth story needs YOU!
At Go1, we've grown from humble beginnings into the world's largest aggregator of educational content, but we do it with heart and play as one team. We give organizations and their employees access to the largest curated e-learning library on the planet, empowering millions of people to unlock their positive potential. Endlessly curious, collaborative, and inspired by life-long learning, we may come from different backgrounds, but we share the same vision: to reach a billion learners as we unlock positive potential through a love of learning. Our success is owed to our people. Every win… every idea… every extra mile. They've made us who we are. And there's so much still to do – so much opportunity for you to own. Together, we're on a path to improving a billion lives and a culture where everyone can thrive.
- Administer and manage our support platforms (e.g., Intercom, Zendesk), utilizing tools such as automations, macros, and AI-driven solutions to optimize support workflows.
- Handle customer inquiries through tickets and live chat, ensuring timely and empathetic responses within defined SLA parameters.
- Collaborate cross-functionally to ensure that the support team is up-to-date with changes impacting the customer lifecycle and related processes.
- Diagnose and resolve customer issues, or package them for higher-tier support teams (2nd and 3rd line) as needed, ensuring seamless handoffs.
- Validate resolved issues, ensuring the solution works as expected before closing the ticket or providing customer feedback.
- Offer product usage advice to customers, helping them get the most out of Go1’s products and services.
- Identify areas for improvement and contribute to the development of internal and external knowledge bases.
- Measure and report on the effectiveness of support initiatives, analyzing data to drive continuous improvement in customer satisfaction and operational efficiency.
- You bring a minimum of two years of experience working with customer-facing teams, managing support tools (e.g., ticketing systems), and utilizing analytics to drive improvements.
- You are an excellent communicator (both written and spoken) with active listening skills, able to convey technical solutions in simple terms.
- You thrive in a fast-paced, ambiguous environment and have a knack for solving complex problems with care and attention to detail.
- You have experience working with variable SLA models and are comfortable using analytics to inform decisions.
- You are empathetic, patient, and focused on delivering exceptional customer experiences.
- You excel at triaging and troubleshooting, able to prioritize under pressure and maintain focus on what’s most important for customers.
- Proven ability to work autonomously in an asynchronous environment.
- A sense of urgency and responsiveness, ensuring swift resolution of customer issues.
- An analytical mindset, able to diagnose problems quickly and efficiently, packaging complex issues for resolution by higher-tier support teams.
- A strong desire to continuously improve processes and tools to enhance customer satisfaction and operational efficiency.
- Must be available to work a rotating roster (hours subject to change) 7am-3pm, 3pm-11pm, 11pm-7am
- Hybrid working including in office attendance when working day shift, and WFH when on overnight shifts
Join our team at Go1 and be at the forefront of transforming education through innovative learning solutions. Together, we can change the world. One learner at time.
While technical skills are important, it is just as important for us find people who will positively contribute to our diverse culture. We welcome you to apply, even if you don't exactly meet the criteria above.
#LI-HYBRID #LI-AE1
Perks and Benefits
What makes Go1 special? Every one of our employees. When we work together, great things happen! When you join the Go1 team, you not only get to work with an outstanding bunch of people, but you're also supported to continue your own personal growth and development in an inclusive and flexible environment, with benefits including:
- Competitive incentive plan in addition to salary
- Up to 15.95% in contributions to – EPF, SOCSO, EI, HRDF
- Flexible approach to work
- Monthly work from home or transport reimbursement
- One time work from home office set up budget
- Unlimited access to the Go1 Learning Hub, and mentorship program
- Professional development fund
- Volunteer leave to give back to the community
- PTO + Wellbeing days
- Flexible public holidays - take the days off that are important to you, swap out the ones that are not
- Family planning & parental leave, plus support for parents returning to work
- Wellness initiatives and an Employee Assistance Program
- Free on-site snacks and weekly lunch
We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.