Technical Support Associate

Summary

The job is for a Technical Support Associate at LRN, a global e-Learning provider. The role involves assisting internal and external customers with LRN's proprietary applications, managing customer requests, maintaining quality levels, and providing training to customers on LRN's tools.

Requirements

• Bachelors Degree
• 1-3 years of L1/L2 level experience in a customer facing role in an application support environment
• Excellent communication skills in English
• Familiarity with Learning Management Systems

Responsibilities

• Provide assistance to internal and external customers on all aspects of LRN's proprietary applications
• Keep stakeholders updated as to the status of call tickets, requests, projects and changes
• Update necessary tracking and reporting systems
• Manage expectations of internal and external customers
• Prioritize requests based on need and impact
• Prepare/document and present product information
• Maintain quality levels for all work related to customers' requests
• Ensure an ongoing dialog between LRN and each customer
• Provide assistance/training to customer point of contacts on LRN's proprietary tools
• Collaborate with peers to discuss unique solutions and document them