Technical Support Associate

Position: Technical Support Associate

Location: Goregaon, Mumbai

About the role:

LRNs L1 support team is at the centre of operations. We assist customers with any requests or questions they might have with respect to our product. We also work with customers program administrators, stakeholders, and internal customers closely. Our responsibilities include program administrator assistance, meeting our operational SLAs, providing responses to our customers in a timely and effective manner.

Your responsibilities will include:

• Provide assistance to internal and external customers on all aspects of LRNs proprietary applications (functions include campaign set up, system generated e-mails, system reporting, user data management, and customization) Please note these all are billable activities.
• Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects and changes.
• Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the detriment of the customer. Escalate issues related to capabilities where appropriate.
• Prioritize requests based on need and impact. Work with internal stakeholders to address priorities.
• Prepare/document and present (in written and verbal forms) product information that will assist customers with the capabilities of LRN's systems.
• Maintain quality levels for all work related to customers requests.
• Ensure there is an ongoing dialog between LRN and each customer with whom the Partner Assistance Centre team member is working.
• Perform content using our inhouse tool.
• Providing assistance/training to customer point of contracts on LRNs proprietary tools as well as providing solutions for an enhanced in-depth experience.
• Collaborate with peers to discuss unique solutions and to document them.
• Perform other duties as assigned.

Requirements

• Bachelors Degree
• 2-3 years of experience in a customer facing role. We value ability and experience to independently manage operational relationship with enterprise Partners.
• Excellent communication skills in English. This position requires above par skills to write and speak in English.
• Extensive experience in supporting enterprise customers based in US and Europe.

Good to have skills.

• Experience in a customer facing role in an application support environment.
• Familiarity with HTML and CSS.
• Familiarity with Learning Management Systems

Benefits

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.