Technical Support Associate

LRN Corporation

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About The Position

The Technical Support Associate helps ensure customer satisfaction by handling customer inquiries about technical issues with LRN’s LMS platform and solutions. The role provides Tier 2 support in English through email and chat, manages incoming and outgoing calls, and works to resolve customer concerns while meeting individual and team SLA and KPI targets. The associate is expected to provide professional and courteous service.

Requirements

• Bachelor’s degree; graduate.
• Excellent written and verbal communication skills.
• Support experience emphasizing excellent customer service.
• Critical-thinking skills.
• Strong initiative and ability to self-manage.
• Ability to work effectively as a team player.
• Ability to work independently and collaboratively.
• Analytical skills, attention to detail, and consistent follow-through.

Nice To Haves

• At least one year of experience in a customer service role is highly desired but not required.

Responsibilities

• Provide Tier 2 customer support in English through email and chat using Zendesk.
• Manage incoming and outgoing calls through the customer service line.
• Research inquiries and requests and confirm customer expectations.
• Effectively manage escalated issues.
• Build and maintain product knowledge by using the knowledge base, reviewing historical records, and keeping up to date with product release notes and updates.
• Follow escalation procedures and assign cases to the appropriate support level when needed.
• Meet applicable individual and team SLA and KPI targets.
• Provide professional and courteous service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level