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Nyt on haussa osa-aikainen Asiakastukihenkilö asiakaspalvelumme tukitehtäviin.

(n. 20h/viikko, mahdollisesti erikseen sovittavia päivystystöitä toimistotyöaikojen ulkopuolella) 

Olet toimintatavoiltasi ennen kaikkea asiakaslähtöinen ja tulet toimimaan osana asiakaspalvelutiimiä asiakasrajapinnassa. Tiimin tuella viestit asiakkaiden kanssa ja olet mukana selvittämässä asiakkaiden tukipyyntöjä.

Tuotteemme on pilvipalveluna toteutettu oppimisympäristö, jota käytetään ympäri maailman. Claned kasvaa voimakkaasti ja etsimme asiakastukeen tiimimme lisävahvistukseksi asiakaspalvelun ammattilaista, joka auttaa loppukäyttäjiämme ja asiakkaitamme alustamme käyttöön liittyvissä asioissa. Asiakkaita meillä on jokaiselta mantereelta ja yhteensä yli 40 maasta. Tukemme toimii tällä hetkellä suomeksi ja englanniksi, mutta arvostamme, jos sinulta löytyy osaamista myös muista kielistä. Tässä työssä saat todella näyttää kyntesi kommunikaation, vianmäärityksen ja asiakaspalvelun ammattilaisena!

Hakijalta odotamme: 

  • Kykyä ja/tai kiinnostusta oppia tekemään teknistä vianmääritystä
  • Mahdollisuutta työskennellä pääsääntöisesti aamupäivisin
  • Kokemusta työskentelystä etänä ja sujuvaa työskentelyä tietokoneen kanssa
  • Paineensietokykyä
  • Asiakaspalveluhenkeä ja uteliaisuutta
  • Työkielinä käytämme suomea ja englantia

Lisäksi arvostamme: 

  • Kokemusta asiakaspalvelutyöstä ja halua kehittää osaamistasi
  • Kiinnostusta asiakaspalveluympäristön kehittämiseen
  • Kiinnostusta verkko-oppimista kohtaan
  • Oma-aloitteellisuutta ja kykyä luovaan ongelmanratkaisuun

Tarjoamme: 

  • Näköalapaikan voimakkaasti kasvavan startup-yrityksen maailmaan ja toimintaan verkko -oppimispalvelun kansainvälisenä uranuurtajana
  • Saat mahdollisuuden työskennellä teknisen tuotteen asiakasrajapinnassa Account Managementin parissa
  • Hyvää meininkiä ja yhdessäoloa tiiviin porukan kesken

Työsuhde on osa-aikainen. Toimistomme sijaitsee Vallilan konepajalla hyvien yhteyksien ja palvelujen keskellä.

Hae tehtävään lähettämällä hakemuksesi ja CV:si viimeistään maanantaina 19.10. osoitteeseen anna@claned.com. Lisätietoja tehtävästä saat Annalta: anna@claned.com tai 30.9. & 2.10 klo 10-12 numerosta 040 751 8770. Haastattelemme hakijoita jo hakuaikana ja tehtävä täytetään heti oikean henkilön löydyttyä.

Anna Vanha-Honko

About the Author

Anna Vanha-Honko is Head of Customer Experience at Claned. Above all, she helps our customers to gain the best user experience from our software. In addition, she is knowledgeable regarding organizational learning, people processes, and culture.


diversity

How to foster diversity, inclusion and psychological safety in e-learning?

The link between diversity, inclusion, and psychological safety

When there is a lot of diversity, there is a need for inclusion. The need for inclusion is derived from a situation where members of a community are not the same. For instance, they do not share the same beliefs, culture, habits, religion, or, looks.

In this kind of situation, community members need to find a way to respect each other’s differences. Likewise, they need to learn to behave in ways that exemplify this, [1]. To make a community inclusive the diverse individuals need to feel psychologically safe, [4]. That is a community where everyone is treated equally and where everyone is having an equal level of belonging to the community.

The concept of psychological safety has various definitions. According to a definition by Amy Edmondson, a Harvard Business University professor, psychological safety means that community members are not afraid to make mistakes. They feel safe to reveal incompleteness in their skill set to others, [2]. Psychological safety can be fostered for example, through open communication, showing trust, empathy, and friendliness, providing clarity and presence, [3], [4].

Inklusiiv, a Finnish non-profit organization, and cross-border community offering services to promote diversity and inclusion defines the concept of psychological safety as follows:

”A belief that one will not be punished or humiliated for speaking up with ideas, questions, concerns, or mistakes. When adopted in the workplace, team members feel respected and safe to be vulnerable in front of each other. Creating an environment in which people feel comfortable to take risks is key to fostering learning and innovation in the workplace.”, [5].

An online course platform that fosters diversity, inclusion, and psychological safety

How can an online course or an online course platform foster psychological safety? Here are our four main suggestions:

  • Build trust and respect towards each other, consider learners as autonomous knowledge creators
  • Foster an atmosphere where asking questions and information sharing is the desired activity
  • Provide constant support, feedback and as clear instructions as possible
  • Provide different materials for different needs
  • Make the learning atmosphere as humane and approachable as possible

The first rule in psychological safety is to build trust and respect towards each other, as stated above, [3], [4]. In order to create trust, individuals need to feel that they are respected and trusted by the teachers as learners and, as individual actors. This trust can be shown by e.g. allowing learners to influence and organize their own learning, for instance.

Learners’ ability to influence their learning adequately increases the possibility to reach a so-called flow-state which for its part engages deep learning process, [6]. Additionally, learners should be allowed and encouraged to act autonomously and construct knowledge together with others. In other words, to make learning a less hierarchical and a more collaborative process. Therefore, the students should be active and self-driven, collecting and constructing knowledge autonomously, together with their fellow learners and the teacher, [7].

How can you support open communication and autonomy in an online platform

In Claned’s online learning platform, learner autonomy is encouraged through the possibility to jump from one module, or set of content, to another. That is to say, learners can start from the end of the course if they wish to do so. In this way, learning remains more collaborative, and not an educator-driven process, which also enables and supports asynchronous learning.

Additionally, learners are able to actively participate in the knowledge construction process. For instance by adding their own thoughts, reflections, questions, and course material on the course board.

Claned’s board chat function on the course platform enables learners to have an open discussion.

Learners’ ability to rate materials, add comments, questions, and highlight text directly in specific parts of the course materials fosters open communication. This enables learners to create an atmosphere where asking questions and sharing insights is a desired and productive activity. Teachers can support the creation of this atmosphere by adding supportive replies to learners’ comments and questions. Teachers can identify interest or trouble areas and ask leading questions, or link additional information on the platform.

Additionally, the possibility to embed videos from different sources and inbuild chat functions helps to create a feeling of presence. Claned social media like platform creates a user-friendly and familiar experience.

Learners can find and see other learners’ public profiles. Likewise, starting private or group chats is an easy way to get to know each other better. These functions on Claned’s learning platform all in all help to create a friendly and humane atmosphere which in itself fosters psychological safety and inclusion.

Intuitive and easy to use learning platform

Claned’s intuitive and lean learning platform enables teachers to provide learners clear instructions for the course and the course materials. All the modules and course materials are visible at the same time on the course board. This helps learners to get a better overall picture of the course. For instance information about upcoming contents, tests, and desired goals and course progress. To reduce feelings of uncertainty learners are provided information on the course. For example, course structure, what is expected of them, and how long the course will take. This way, learners have easy access to all information, and thanks to the platform’s intuitiveness, it is really easy to use.

Above all, it is crucial to provide materials that suit the different needs the learners might have. Learners can have different backgrounds and varying prior skills. Therefore, different learning approaches and materials are inevitable. Learners have a variety of levels of knowledge, technical skills, and, access to devices. In conclusion, a lot of diversity.

At Claned’s learning platform, there is a possibility to create tests. Tests can help to define the learner’s prior skills, interests, and needs. Therefore it is possible to create different content packages to match each learner’s needs. This customized approach to learning helps to ensure that learners get the materials and support best suited to helping them develop and reach their goals.

Startup Refugees creating a psychologically safe learning atmosphere

A good example of creating psychological safety in online learning is the collaboration done between Claned and Startup Refugees. Claned has provided its learning platform pro bono for Startup Refugees. They are an NGO that arranges courses in entrepreneurship and work-related skills for immigrants and refugees.

As Kati Lappeteläinen from Startup Refugees pointed out, “We knew that many of our learners were not very familiar with digital course environments. Therefore, we had prepared our leaflet with screenshots to provide our learners with the best guidance for online learning. We wanted to ensure that everyone has as clear instructions as possible on how to proceed on the course. We even provided personal guidance whenever needed.”

When the high variation in learners’ technological competencies is taken into account and ensured that everyone has all information and help needed to start learning. Then we can actually enable inclusion and psychological safety.

Writer’s note: This blog post has been inspired by the NGO and cross-border community Inklusiiv, their articles, and sources regarding diversity and inclusion.

 

References:

[1]. Q. Roberson, Disentangling the Meanings of Diversity and Inclusion. Center for Advanced Human Resource Studies, 2004. Cornell University ILR School.

[2]. A. Edmondson, Psychological Safety, and Learning Behaviour in Work Teams. Administrative Science Quarterly, Vol. 44, No. 2, 1999, pp. 350-383.

[3] Best practices to foster inclusion in remote work. Inklusiiv ry, 2020. Available at: https://fi.inklusiiv.org/post/7-best-practices-to-foster-inclusion-in-remote-work.

[4] High-Performing Teams Need Psychological Safety. Here’s How to Create It. Harvard Business Review, 2017. Available at: https://hbr.org/2017/08/high-performing-teams-need-psychological-safety-heres-how-to-create-it.

[5] Inklusiiv, 2020.

[6] M. Csikszentmihalyi, Creativity: Flow and the Psychology of Discovery and Invention. New York: Harper Collins Publishers, 1996

[7] J. B. Biggs and C. S. Tang, Teaching for Quality Learning at University. Maidenhead: Open University Press, 2011.

 

This article was a part of Slush’s whitepaper “Entrepreneurship Redefined” -series, where Slush partner companies around the world revealed how their work is shaping the entrepreneurial tomorrow.

Anna Vanha-Honko

About the Author

Anna Vanha-Honko is Head of Customer Experience at Claned. Above all, she helps our customers to gain the best user experience from our software. In addition, she is knowledgeable regarding organizational learning, people processes, and culture.


having fun

Claned + Startup Refugees

Increasing diversity and inclusion in entrepreneurship through immigrant training


Corona epidemy forcing all training online 

The cooperation between Claned and Startup Refugees started approximately a year ago, in 2019. After COVID-19 hit the whole of Finland, like the rest of the world, the cooperation was intensified. 

Like many other organizations, Startup Refugees needed to move all training online very quickly. All the courses planned for summer 2020 could not be organized in classrooms as planned. Therefore everything had to go online – and with a tight schedule. 

Claned has been supporting NGOs such as Startup Refugees by offering them Claned’s learning platform with pro bono contracts. 

It is very important for us to support such diversity and inclusion promoting actors as Startup Refugees. We admire their unique business model. Startup Refugees collect applicants’ skill profiles on their website and inform them about matching positions. If the applicants lack certain skills, they can attend courses organized by Startup Refugees to gain these missing competencies. The courses are concentrated on developing especially work-related or entrepreneurship skills that will advance employability”, says Mervi Palander, one of the founders of Claned. 

Startup Refugees has succeeded in its aims. The organization has been able to employ over 850 refugees and immigrants to work in paid vacancies. Over 200 immigrants interested in entrepreneurship have participated in their entrepreneurship courses. 

Quick course launch with help of content producer organization TAT 

The hard work has paid off – only in one month, Startup refugees were able to launch the first online course. However, Startup Refugees received ideas and examples on how to build learning content and assignments from TAT(Economy and Youth). TAT is a Finnish organization specialized in supporting young people’s employment in Finland. Without them, Startup Refugees would not have succeeded in launching the online course so quickly.

Startup Refugees’ course launch has been an ideal project to TAT since TAT aims to “build bridges between school and working life by providing engaging learning solutions with actual knowhow about entrepreneurship, work, and economics”, as Lauri Vaara, Pedagogical Expert at TAT, points out. 

“We hope that through our services the youngsters find their strengths, passions, and a meaningful place in the society,”  Vaara continues. 

Claned’s intuitive course platform enabling automated learning data management 

“It has been a great collaboration with Claned and TAT. Claned learning platform has saved us a lot of effort and time in organizing our online course. Without Claned we would have had to ask the course participants to return all assignments via e-mail. Contents in the forms of videos, templates, etc. would have filled our e-mail inboxes. Now we were able to collect all assignments in Claned.

On top of that, material sharing on the board has been so easy. This kind of easy manageability has saved us a lot of time.  Additionally, we would not have been able to collect as much feedback so easily and automatically from all our course materials. With the help of Claned’s platforms analytics, we were able to follow constantly and easily the course material ratings given by our course participants.

Moreover, we were able to scale up our training in Finland and even aboard thanks to Claned. We can provide training to customers which we otherwise would not be able to serve due to their location. We aim to provide online courses as a part of our core services in the future”, Kati Lappeteläinen, Head of Business Program at Startup Refugees, summarizes. 

Barber

: : BDG Barbers at the Slush 2019 closing party, styling hair, and beards for the party. The company was born through the Startup Refugees Entrepreneurship Program.

Entrepreneurship summer course promoting diversity and inclusion in business 

According to Lappeteläinen, Startup Refugee’s summer course in Entrepreneurship is their first-ever course organized solely in an online environment. In this course, there are 29 participants from different areas around Finland.

In many immigrants’ Finnish hometowns, it is hard to receive service or guidance in English, let alone in other languages such as Arabic, Persian, or Somalia. Startup Refugees, on the contrary, can serve immigrants with the abovementioned languages and regardless of time and place via Claned.  

“As far as we know, this is also the first-ever interactive online course regarding entrepreneurship in Finland. The interactivity comes e.g. from online workshops organized in Zoom meetings,” Lappeteläinen states. “In these workshops, we have included entrepreneurs with immigrant backgrounds as speakers. Claned has also brought changes to the pedagogical aspects of our courses e.g. we have added short reflective written assignments after the workshops to help learners understand what they have learned in each module.” 

“It is very important for immigrants and even more important for immigrant entrepreneurs to be able to operate in digital environments to become employed, succeed as an entrepreneur or even keep up with the digital development of society’s functions,” Lappeteläinen points out.

Even the access for digital learning devices might become a challenge of itself according to Lappeteläinen: “It has been a bit challenging for some course participants to study since they do not own a computer or a laptop.”  

Important cooperation

We can all agree that Startup Refugees and Claned are doing some groundbreaking work in promoting diversity and inclusion by providing entrepreneurial training to immigrants. It is utterly important to provide high-quality training for the ones who do not have the same starting point, access to resources, information, and guidance as most of the Finns do. 

Anna Vanha-Honko

About the Author

Anna Vanha-Honko is Head of Customer Experience at Claned. Above all, she helps our customers to gain the best user experience from our software. In addition, she is knowledgeable regarding organizational learning, people processes, and culture.