Job Overview

The Institute of Knowledge (IOK) is seeking a dedicated and professional Remote Chat Support Agent to join our team on a Full-Time basis. As a key member of our support staff, you will be the first point of contact for individuals engaging with our diverse range of Islamic educational programmes. IOK is committed to fostering a finer future through high-quality programming, and this role is crucial in ensuring a positive and seamless experience for our students, parents, and community members. The successful candidate will be a compassionate and efficient communicator, passionate about providing outstanding support for our online and onsite courses, school, and community events.

This is a remote position, ideally suited for a candidate comfortable working independently. The offered compensation is between $30 - $40 USD per hour, dependent on experience.

Responsibilities

Respond to user enquiries via live chat and email in a prompt, professional, and courteous manner.
Provide accurate and detailed information regarding IOK's programmes, including our accredited school, seminaries, and online courses.
Assist users with the registration process, website navigation, and accessing educational resources.
Troubleshoot and resolve common technical issues, guiding users through solutions step-by-step.
Handle customer concerns and complaints with empathy, escalating complex cases to the relevant department when necessary.
Maintain precise records of all customer interactions and feedback to help improve our services.
Identify and report on recurring issues and user feedback to contribute to organisational improvements.
Uphold the mission and values of the Institute of Knowledge in all communications.

Qualifications

Proven experience in a customer service or chat support role.
Exceptional written communication skills in English, with impeccable grammar, spelling, and punctuation.
Excellent typing speed and a high degree of accuracy.
The ability to manage multiple conversations simultaneously while maintaining high-quality support.
Strong problem-solving abilities and a patient, user-focused approach.
Proficiency in using helpdesk software and CRM systems.
A reliable high-speed internet connection and a quiet, dedicated workspace.
Experience working within an educational or non-profit organisation is highly desirable.
Familiarity with the Muslim community and Islamic educational frameworks would be a significant advantage.

Benefits

A competitive hourly wage.
The flexibility and convenience of a fully remote role.
The opportunity to be part of a mission-driven organisation making a positive impact on the community.
A supportive and collaborative team environment focused on personal and spiritual growth.