Technical Support Representative
Technical Support Representative
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Salary Not Disclosed
1 Vacancy
Job Description
At LearnUpon were seeking a Technical Support Representative to join our team. This is a hybrid role working 23 days per week from LearnUpons Philadelphia office office.
LearnUpon LMS helps organizations train their employees partners and customers. Businesses can manage track and achieve their unique learning goals all through a single powerful solution.
With offices in Dublin (our HQ) Belgrade Philadelphia Salt Lake City and Sydney we are a global team with lots of diverse cultures backgrounds and experiences that puts our customers experience at the heart of everything we do.
Our culture fosters an open collaborative and supportive environment where our accomplishments are celebrated and encouraged. We strive to live by our values act like owners lead with curiosity and deliver quality for our customers. Were proud of our success and were humble and hungry to achieve more.
Our Support team aims to deliver a level of support unparalleled in the eLearning industry and we are looking for candidates who will help us move the bar higher! You will be exposed to a wide variety of technical issues and will need to become a trusted partner to our ever growing customer base.
What will I be doing
- Become our Customers trusted contact by troubleshooting issues and concerns and guiding them through migrations and integrations of LearnUpon and their business.
- Provide technical support through email phone and remote session.
- Capture suggested improvements and feedback from our customers for the Product and Development teams.
- Offering valuesdriven suggestions to help LearnUpon solve our customers expanding LMS needs.
What skills do I need
- Excellent customer service skills the ability to be empathetic and responsive while clearly explaining complex technical topics in easily understood language.
- A person who constantly strives for improvement and who will challenge colleagues in our quest to create the worlds leading LMS.
- At least 1 years experience working in a customerfacing support role.
- Experience traversing databases and gathering information using SQL.
- Excellent written and spoken English for communicating with our customers.
- Experience investigating and debugging technical issues in a web based environment using HTML/CSS JavaScript and browser debugging tools.
- Experience documenting and flagging complex technical issues with superior attention to detail throughout.
Not required but considered a big plus
- Experience with SaaS and/or at a SaaS company.
- An eLearning / LMS background with experience of industry standards and terminology such as SCORM Tin Can etc.
- Experience working and collaborating with a global team.
- Experience troubleshooting and working with Microservices.
- Knowledge of Linux command line and SSH.
- Knowledge of networking i.e. protocols DNS configuration etc.
- Familiarity with common API and authentication mechanisms.
- Junior administration of Salesforce.
- Familiarity with Single Sign On platforms such as Okta OAuth or Active Directory.
- Experience building and maintaining an internal knowledge base.
- Experience walking with customers through data migration projects.
Dont worry if you dont tick every box in order to apply were always happy to review applications and take all experience into consideration. We do our utmost to provide feedback where we can!
What will I be doing
- Triage and respond to customer queries in a timely way.
- Focus every interaction with customers on the results they need from LearnUpon and how we can help them discover deliver measure and materialize those results.
- Provide a LearnUpon customer experience consistent with our values.
- Communicate on behalf of the team with other teams including Product Sales etc ensuring team priorities are communicated and the feedback loop back to the team is complete.
- Proactively reach out at scale:
- Brainstorm in group discussions around outreach campaigns.
- Take lead on tasks related to outreach initiatives.
- Work on team projects that deliver consistent improvement to our practice and directly impact the companys bottom line.
- Provide support internally and externally:
- Work with the Priority team management to keep the team on track with goals/targets.
- Identify opportunities for customers to expand the value they get from LearnUpon.
- Develop a personal career path that includes continuous learning.
What skills do I need
- Ability to maintain motivation and positivity in a fastpaced changing environment.
- At least one year experience in a Customer Success Team or equivalent role.
- Strong drive for results while retaining a focus on consistently delivering a great customer experience.
- Collaborative working practice and a strong focus on open communication ensuring that customers needs and opportunities are clear across the business.
- Getitdone mindset: not afraid to roll up your sleeves find and research a creative solution or share ideas around improvements.
- Excellent communication skills attention to detail and the skill of dealing with ambiguity.
- Aptitude and curiosity learning new technologies.
- Proficiency using Salesforce or a similar CRM system.
- Creative and analytical thinker with strong problemsolving skills.
- Experience working cross functionally with a team spanning multiple time zones.
Dont worry if you dont tick every box in order to apply were always happy to review applications and take all experience into consideration. We do our best to provide feedback where we can!
Not required but considered a big plus
- Experience of working in the learning space (elearning edtech or learning management).
- Experience with Planhat or a similar CSP tool.
Why work with us
- Competitive salary and company ESOP.
- Comprehensive private health insurance scheme and 401k.
- 25 days Paid Time Off 1 annual company wellness day off.
- Work in a fun and supportive environment with regular team events.
- Excellent career progression take LearnUpon where you think it can go.
What is the Hiring Process
Applicants for the position can expect the following hiring process:
- Qualified applicants will be invited to schedule a 30 minute call.
- Successful candidates will then be invited to a series of technical interviews.
- Finally candidates will have a short interview with our COO.
- Successful candidates will be contacted with an offer to join our team.
LearnUpon is an Equal Opportunities Employer. We do not discriminate on the basis of gender marital status family status age disability sexual orientation race religion membership of the Traveller community or any other legally protected status.
By applying for this job you agree to LearnUpons Privacy Policy. Find out more about ourprivacy policy here
Visit ourCareers siteto find out more about working for LearnUpon and check us out onInstagram.
Required Experience:
Unclear Seniority
Employment Type
Full Time
