Technical Support Specialist

Role overview A technical support role on a client advocacy team that helps external customers succeed with a learning management system platform. The position is fully remote and focuses on troubleshooting, investigating, and resolving client issues across phone, chat, email, and desktop sharing channels. It serves as the bridge between end users and the product organization, advocating for clients while ensuring clear and professional communication.

Responsibilities - Resolve client issues through phone, chat, email, and desktop sharing in a fast-paced support environment - Deliver high-quality client support through clear communication, investigation, and quick resolution of issues - Perform in-depth troubleshooting to identify root causes and propose solutions aligned with client needs - Manage client expectations around estimated response and resolution times - Research and document technical issues thoroughly for both internal and external audiences - Act as the voice of the client while balancing the needs of the company in all interactions

Requirements - Three or more years of experience in technical support, ideally within a SaaS environment, or equivalent client-facing experience - Basic understanding of core web technologies and components - Strong attention to detail, time management, and organizational skills - Excellent written and verbal communication with strong active listening abilities - Ability to learn technical concepts quickly and explain them in plain language

Nice to have - Previous learning management system or e-learning experience - Technical documentation background - Hands-on experience with Zendesk, MSSQL, Jira, and Confluence - Prior work with remote teams - Fluency in additional languages

Benefits and work setup - Fully remote-first role with flexible work arrangements - Health and wellness benefits, retirement savings programs, and eligibility for two bonus plans - Generous paid time off plus comprehensive medical and dental coverage based on country of residence - New hire equipment allowance and a monthly flex allowance - Internal mobility, career growth opportunities, and employee-led diversity, equity, and inclusion programs