Technical Support Associate

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver Tier 2 support via email, chat, and phone for technical issues associated with LRN’s LMS platform and solutions.

• Address customer inquiries and take necessary measures to resolve their concerns.

• Investigate inquiries and requests while ensuring customer expectations are met.

• Oversee escalated issues.

• Enhance product knowledge utilizing the knowledge base, historical records, self-training, and updates from product release notes.

• Adhere to escalation protocols and allocate cases to the appropriate level.

• Achieve individual and team SLA and KPI objectives.

• Deliver professional and courteous service.

⛳️ Requirements

• Bachelor's degree - Graduate.

• 1+ years of experience in a customer service role is preferred but not mandatory.

• Exceptional written and verbal communication skills.

• Support experience with a focus on delivering outstanding service.

• Exhibit critical thinking abilities.

• Strong initiative and self-management skills.

• Capability to work effectively as a team player is essential.

• Tier 2 support experience in English through email and chat.

• Familiarity with Zendesk and handling incoming and outgoing calls via a customer service line.

• Ability to investigate inquiries/requests and affirm customer expectations.

• Capability to manage escalated issues.

• Ability to acquire product knowledge through knowledge bases, historical records, release notes, and updates.

• Ability to adhere to established escalation protocols.

• Strong analytical skills, attention to detail, and consistent follow-through.

• Effective interpersonal skills.

• Ability to work both independently and collaboratively within a team.

🏝️ Benefits

• Equal opportunity employer

• Commitment to diversity and inclusion