Technical Support Associate
New
L
LRNEthics and compliance SaaS
Workable workplace: remote; Location: PhilippinesFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Provide Tier 2 support in English
- Experience
- 1+ years in a customer service role is highly desired but not required.
- Required Skills
- Customer serviceWritten communicationZendeskCritical thinkingVerbal communicationTechnical support
Requirements
- Graduate with a bachelor’s degree.
- Have 1+ years in a customer service role; this experience is highly desired but not required.
- Have support experience with an emphasis on providing excellent service.
- Demonstrate excellent written and verbal communication skills.
- Demonstrate critical thinking and analytical skills.
- Show attention to detail and consistent follow-through.
- Show strong initiative and the ability to self-manage.
- Work effectively both independently and collaboratively as part of a team.
Responsibilities
- Provide Tier 2 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.
- Resolve escalated issues and follow established procedures to assign cases to the appropriate level.
- Build product knowledge using the existing knowledge base and historical records.
- Stay updated on product release notes and updates through self-training.
- Handle customer inquiries about technical issues related to the LMS platform and its solutions.
- Meet individual and team SLA and KPI targets.
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