Customer Experience Specialist (Education)

Job Title: Customer Experience Specialist (Education)

Location: Ultralag, Heredia (Hybrid)

Department: Customer Experience / Education & Knowledge

Education: Bachelor’s degree or equivalent experience

Experience: Minimum 1+ years of experience in a customer service environment

Summary:

The Customer Experience Specialist (Education) supports education, certification, and knowledge initiatives by providing frontline assistance to customers, partners, and internal teams. This role focuses on managing inquiries, supporting training and certification programs, administering learning platforms, and maintaining knowledge resources. The ideal candidate is customer-focused, proactive, highly organized, and committed to delivering high-quality support across multiple communication channels.

Roles and Responsibilities:

• Monitor and manage communication channels to triage incoming customer, partner, and internal inquiries.
• Respond to basic questions related to training programs using approved templates and guidelines.
• Communicate effectively with internal teams, business partners, and key stakeholders.
• Support certification programs by managing voucher issuance, tracking, and record keeping.
• Address certification inquiries, troubleshoot basic issues, and support recertification activities.
• Create, issue, and maintain candidate badges and certification records.
• Monitor and process candidate accommodation requests in line with internal policies.
• Ensure documentation links are accurate, functional, and aligned with intended content.
• Monitor education and knowledge channels (email, chat, collaboration tools) for related inquiries.
• Triage knowledge portal access issues and respond to reports of broken links.
• Assist with audits and reviews of knowledge content.
• Support administration of learning platforms (LMS/LXP), including basic access and permissions troubleshooting.
• Contribute to continuous improvement initiatives for education and knowledge management processes.

Required Skills:

• Minimum 1+ years of experience in a customer service environment
• Previous experience working in a technical support organization is a plus
• Ability to work independently, but also able to collaborate with others with a positive attitude
• Excellent written and verbal communication skills.
• Experience with Google Apps especially Google Sheets
• Experience with ticketing systems (Jira, Salesforce)
• Chat related support experience
• Strong organizational and time management abilities.
• Proactive, self-motivated, and customer-focused mindset.
• Advanced English proficiency (C1 level).

Desired Skills:

• Good presentation and facilitation skills.
• Experience supporting training, certification, or learning platforms.
• Familiarity with knowledge management systems or portals.