Position: Technical Support Associate
Location: Manila, Philippines
About LRN
Do you want to use your support expertise to help people around the world do the right thing? Join us at LRN to be a part of a global company where you can make an impact.
LRN is a SaaS based e-Learning provider with a presence across US, EMEA, APAC and LatAm. More than 2,500 companies worldwide (including some of the world’s most recognizable brands) utilize LRN services and leverage LRN e-learning courses to help navigate complex regulatory environments and foster ethical, responsible, and inclusive cultures. In partnership with LRN, companies translate their values into concrete corporate practices, training materials, and leadership behaviors that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform.
About the role:
LRN team develops data specifically for a set of key product domains like eLearning, Disclosures, personalization and completions. We deal in AWS technologies like Redshift, S3, Glue, and Lambda. You'll build our data lake and partner with Product and BI teams to build new behavioral events, pipelines, datasets, models, and reporting to support their initiatives. You'll also assist to develop our analytics capabilities in Quicksight and build out our real time reporting capabilities.
Your responsibilities will include:
- Provide support to internal and external customers on all aspects of LRN’s proprietary applications (functions include: campaign set up, system generated e-mails, system reporting, user data management, and customization)
- Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects, issues, and changes.
- Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and measured.
- 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.
- Serve as an internal advocate for field personnel, as well as external customers. Prioritize requests based on need and impact. Work with internal stakeholders to address priorities.
- Prepare 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 Center team member is working.
- Collaborate with peers to discuss unique solutions and to document them.
- Perform other duties as assigned.
- Bachelor’s Degree
- 4-6 years of L2/L3 level experience in a customer facing role in an application support environment. 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.
- Familiarity with HTML and CSS.
- Familiarity with Learning Management Systems
- Expertise in Microsoft Office Suite especially in Excel. Should be able to understand and handle CSV files.
- Ability to review a Partner request, and apply the necessary analytical skills to ensure successful delivery of the end product.
- This role will involve direct Partner contact; an ability to work with others who are potentially very frustrated, in a professional manner is mandatory.
- An inherent ability to multitask and manage customer expectations to the satisfaction of all involved parties is critical to the success of the incumbent.
- Ability to consistently spot and report issues before they reach a point of becoming critical.
- A desire to constantly examine issues, looking for the opportunity to improve processes and/or technology.
- Must have an inherent attention to detail.
LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
