Technical Support Associate
Posted 17 days ago
You'll complete your application on LRN's career site.
About the Role
This organization specializes in delivering holistic ethics and compliance management tools designed to cultivate ethical and compliant professional environments. Its primary platform, Catalyst, provides an integrated system for overseeing programs, engaging staff, and leveraging analytical data. By facilitating training on essential subjects like data privacy, anti-harassment, and anti-bribery, the firm helps its global client base uphold regulatory standards and promote ethical behavior. Serving more than 3,000 entities, the organization allows businesses to track performance metrics and improve the efficiency of their compliance initiatives. The Technical Support Associate position is essential to these goals, offering premium assistance to ensure clients maximize the utility of the company's learning management software.
Requirements
- You should possess a bachelor’s degree along with superior verbal and written communication abilities.
- Previous experience in a customer service capacity is strongly preferred, specifically with Tier 2 technical support via chat and email.
- You must be proficient in Zendesk and experienced in handling inbound or outbound calls through a designated customer service channel.
- You must demonstrate sharp analytical and critical thinking skills, as well as a high degree of precision.
- You should show the drive to perform tasks autonomously while maintaining the interpersonal capability to work well with a team.
- You must be dedicated to acquiring deep product knowledge through self-directed learning, internal resources, and reviewing product update documentation.
Responsibilities
- You will deliver Tier 2 technical assistance to platform users via telephone, chat, and email.
- You will examine and address technical questions, verify user needs through thorough investigation, and handle escalated matters following internal protocols.
- You will uphold professional and polite communication standards while achieving individual and collective service level agreements and performance goals.
- You will cultivate extensive product expertise by consulting internal databases, past case files, and materials regarding new releases and updates to guarantee precise and prompt problem-solving.
Benefits & Perks
- The organization prioritizes an inclusive and diverse culture and maintains a policy as an equal opportunity employer.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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