Technical Support Representative

At LearnUpon, we’re seeking a Technical Support Representative to join our team. This is a hybrid role, working 2-3 days per week from LearnUpon's Philadelphia office office. 

LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution.

With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City and Sydney, we are a global team with lots of diverse cultures, backgrounds, and experiences that puts our customers' experience at the heart of everything we do. 

Our culture fosters an open, collaborative and supportive environment where our accomplishments are celebrated and encouraged. We strive to live by our values, act like owners, lead with curiosity and deliver quality for our customers. We’re proud of our success and we’re humble and hungry to achieve more.

Our Support team aims to deliver a level of support unparalleled in the eLearning industry, and we are looking for candidates who will help us move the bar higher! You will be exposed to a wide variety of technical issues and will need to become a trusted partner to our ever growing customer base.

What will I be doing?

• Become our Customer's trusted contact by troubleshooting issues and concerns, and guiding them through migrations and integrations of LearnUpon and their business.
• Provide technical support through email, phone, and remote session.
• Capture suggested improvements and feedback from our customers for the Product and Development teams.
• Offering values-driven suggestions to help LearnUpon solve our customer’s expanding LMS needs.

What skills do I need?

• Excellent customer service skills - the ability to be empathetic and responsive while clearly explaining complex technical topics in easily understood language.
• A person who constantly strives for improvement and who will challenge colleagues in our quest to create the world’s leading LMS.
• At least 1 year’s experience working in a customer-facing support role.
• Experience traversing databases and gathering information using SQL.
• Excellent written and spoken English for communicating with our customers.
• Experience investigating and debugging technical issues in a web based environment, using HTML/CSS, JavaScript, and browser debugging tools.
• Experience documenting and flagging complex technical issues, with superior attention to detail throughout.

Not required but considered a big plus

• Experience with SaaS and/or at a SaaS company.
• An eLearning / LMS background with experience of industry standards and terminology such as SCORM, Tin Can, etc.
• Experience working and collaborating with a global team.
• Experience troubleshooting and working with Microservices.
• Knowledge of Linux command line and SSH.
• Knowledge of networking i.e. protocols, DNS configuration etc.
• Familiarity with common API and authentication mechanisms.
• Junior administration of  Salesforce.
• Familiarity with Single Sign On platforms such as Okta, OAuth, or Active Directory.
• Experience building and maintaining an internal knowledge base.
• Experience walking with customers through data migration projects.

Don’t worry if you don’t tick every box in order to apply, we’re always happy to review applications and take all experience into consideration.  We do our utmost to provide feedback where we can!

What will I be doing?

• Triage and respond to customer queries in a timely way.
• Focus every interaction with customers on the results they need from LearnUpon and how we can help them discover, deliver, measure and materialize those results.
• Provide a LearnUpon customer experience consistent with our values. 
• Communicate on behalf of the team with other team’s including Product, Sales, etc ensuring team priorities are communicated and the feedback loop back to the team is complete.
• Proactively reach out at scale:
• Brainstorm in group discussions around outreach campaigns.
• Take lead on tasks related to outreach initiatives.
• Work on team projects that deliver consistent improvement to our practice and directly impact the company’s bottom line.
• Provide support internally and externally:
• Work with the Priority team management to keep the team on track with goals/targets.
• Identify opportunities for customers to expand the value they get from LearnUpon.
• Develop a personal career path that includes continuous learning.

What skills do I need?                                                                                  

• Ability to maintain motivation and positivity in a fast-paced, changing environment.
• At least one year experience in a Customer Success Team or equivalent role.
• Strong drive for results, while retaining a focus on consistently delivering a great customer experience.
• Collaborative working practice and a strong focus on open communication, ensuring that customers needs and opportunities are clear across the business.
• Get-it-done mindset: not afraid to roll up your sleeves, find and research a creative solution or share ideas around improvements.
• Excellent communication skills, attention to detail, and the skill of dealing with ambiguity.
• Aptitude and curiosity learning new technologies.
• Proficiency using Salesforce or a similar CRM system.
• Creative and analytical thinker with strong problem-solving skills.
• Experience working cross functionally with a team spanning multiple time zones.

Don’t worry if you don’t tick every box in order to apply, we’re always happy to review applications and take all experience into consideration. We do our best to provide feedback where we can!

Not required but considered a big plus

• Experience of working in the learning space (e-learning, edtech, or learning management).
• Experience with Planhat or a similar CSP tool.

Why work with us?

• Competitive salary and company ESOP.
• Comprehensive private health insurance scheme and 401k.
• 25 days Paid Time Off + 1 annual company wellness day off. 
• Work in a fun and supportive environment with regular team events.
• Excellent career progression - take LearnUpon where you think it can go.

What is the Hiring Process?

Applicants for the position can expect the following hiring process:

• Qualified applicants will be invited to schedule a 30 minute call.
• Successful candidates will then be invited to a series of technical interviews.
• Finally, candidates will have a short interview with our COO.
• Successful candidates will be contacted with an offer to join our team.

LearnUpon is an Equal Opportunities Employer. We do not discriminate on the basis of gender, marital status, family status, age disability, sexual orientation, race, religion, membership of the Traveller community, or any other legally protected status.

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