Customer Contact Comms Associate

About the Role

• The Chat Support Associate is the primary Doer for the Client Tier 1.5 chat support function.
• Acts as the first point of contact for learners over chat, resolving learning administration and Workday or LMS-related queries end-to-end with domain accuracy, speed, and professional communication.
• Executes select learning admin transactions that would traditionally sit with Tier 2.

Key Responsibilities

• Chat Support & Query Resolution
• Serve as the first point of contact for learners via chat, delivering timely, accurate, and courteous responses.
• Log, classify, triage, and resolve learner queries within agreed SLA and quality timelines.
• Handle functional and basic technical learning queries (e.g., course launch or access, enrollment, registration, cancellation, rescheduling, completion and certification discrepancies).
• Maintain accurate chat and ticket documentation, notes, and closure details.
• Learning Administration (Tier 1.5)
• Execute learning admin transactions in the LMS, course setup support, user enrollment, roster or scheduling updates, and tracking of training completions.
• Perform mass upload and access-related requests (where in scope) with high data accuracy.
• Generate and share basic reports on training activity, completions, and participation.
• Respond to items in the scheduling or learning mailbox within agreed timeframes and processes.
• Escalation & Continuous Improvement
• Perform basic root-cause analysis and isolate issues before escalating complex cases to Tier 2 with complete documentation.
• Use SOPs, FAQs, and knowledge articles for consistent resolution and contribute updates back to the knowledge base.
• Ensure adherence to CSAT, quality, compliance, and audit standards.

Requirements & Tech Stack

• Domain Knowledge
• Working knowledge of learning administration and LMS operations (Workday Learning preferred).
• Ticketing, service desk tool experience (ServiceNow preferred).
• MS Office skills (Outlook, Excel, Word).
• Chat & Communication
• Chat handling proficiency; ability to manage learner conversations over chat with high typing speed & accuracy (target: fast, error-free typing with strong grammar & formatting).
• Ability to handle concurrent chat conversations without loss of quality, tone, or accuracy.
• Excellent written communication; clear, concise, grammatically correct, professional & empathetic chat etiquette.
• Strong verbal or voice communication skills (required as this is a client-facing account and resources may need to move between chat, calls, & stakeholder conversations).

Qualifications

• Education
• Any Graduation (e.g., BA, B.com, B.Sc., B.Tech or equivalent).
• Experience
• 1-3 years in learning administration, service desk, helpdesk, or chat, customer support.
• Core Competencies
• Strong customer service orientation, attention to detail, and data accuracy.
• Problem-solving, learning agility, and ability to work in an SLA-driven environment.