Technical Support Associate
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Job Description
Technical Support Associate providing Tier 2 support for LRN’s ethics and compliance LMS platform. Resolving customer issues via Zendesk, email, chat, and phone while meeting SLA and KPI targets.
Responsibilities:
- Provide Tier 2 support through email, chat, and phone for technical issues related to LRN’s LMS platform and solutions.
- Handle customer inquiries and take necessary actions to resolve customer concerns.
- Research inquiries and requests and confirm customer expectations.
- Manage escalated issues.
- Build product knowledge through the knowledge base, historical records, self-training, and product release notes and updates.
- Follow escalation procedures and assign cases to the appropriate level.
- Meet individual and team SLA and KPI targets.
- Provide professional and courteous service.
Requirements:
- Bachelor’s degree- Graduate.
- 1+ years in a customer service role is highly desired but not required.
- Excellent written and verbal communication skills.
- Support experience with an emphasis on providing excellent service.
- Demonstrate critical thinking skills.
- Strong initiative and ability to self-manage.
- Ability to work effectively as a team player is require
- Tier 2 support experience in English through email and chat.
- Experience using Zendesk and managing incoming and outgoing calls via a customer service line.
- Ability to research inquiries/requests and confirm customer expectations.
- Ability to manage escalated issues.
- Ability to develop product knowledge using knowledge bases, historical records, release notes, and updates.
- Ability to follow established escalation procedures.
- Analytical skills, attention to detail, and consistent follow-through.
- Effective interpersonal skills.
- Ability to work independently and collaboratively within a team.
Benefits:
- Equal opportunity employer
- Diversity and inclusion commitment
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