Technical Support Specialist

Role overview

This is a remote technical support role on a Client Advocacy team, providing high-quality support for users of a learning management system platform. Specialists work with clients worldwide via phone, chat, email, and desktop sharing to investigate and resolve product issues while helping customers succeed with the platform.

Responsibilities

- Resolve client issues through phone, chat, and email in a fast-paced environment - Provide clear, professional internal and client-facing communications, conducting investigations and aiding in quick resolution - Troubleshoot and perform in-depth root cause analysis for client and feature issues, then deliver solutions tailored to client needs - Manage customer expectations around estimated response times for issue resolution - Research and document customer technical issues thoroughly - Act as the advocate for the client and the voice of the organization across all communications and interactions

Requirements

- 3+ years of experience in a technical support role, ideally in a SaaS environment, or equivalent client-facing experience - Basic understanding of core web components - Exceptional attention to detail - Proven time-management capabilities - Excellent written and verbal communication, including active listening - Ability to grasp technical concepts and explain them in simple terms

Nice to have

- Previous LMS or e-learning experience - Technical documentation experience - Experience with Zendesk, MSSQL, Jira, or Confluence - Previous experience working with remote teams - Fluency in additional languages

Benefits and work setup

- Fully remote-first with flexible work arrangements - Comprehensive health and wellness benefits, including retirement savings programs, eligibility for two bonus plans, generous time off, and medical and dental coverage - New hire equipment allowance and a monthly flex allowance - Career growth and internal mobility opportunities - Employee-driven DE&I programs