Technical Support Analyst - AI Learning Platform (Hybrid)

United States Digital Space LLC; Greater London; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Health benefits

Paid vacation and company-wide days

Birthday off

Employee ESPP 15% discount

Job summary

the company is an AI-powered learning platform helping organizations manage training globally. We seek a Technical Support Analyst to be the first point of contact for customers, troubleshoot complex issues, and guide users to maximize the system’s potential.

You will work in a fast-paced, customer-first culture with hybrid work, three days in the office and flexible days otherwise. Strong communication and problem-solving skills are essential.

Qualifications

• Experience in technical support, preferably SaaS or fast-paced environments.
• Ability to learn software quickly and explain complex concepts to customers.
• Experience with LMS environments is a plus.

Responsibilities

• Answer customer inquiries and technical issues via calls, chat, and email.
• Troubleshoot problems and gather information to identify root causes.
• Escalate to senior staff when needed and ensure timely resolutions.
• Reference resources while assisting customers to deliver accurate support.
• Manage expectations with clear communication on response times.

Skills

First Responder

Troubleshooting

Customer focus

Clear communication

Team collaboration

French speaking

Tools

Ticketing systems

CRM systems

Knowledge base materials

Job description

the company is an AI-powered learning platform helping organizations manage training globally. We seek a Technical Support Analyst to be the first point of contact for customers, troubleshoot complex issues, and guide users to maximize the system’s potential.

You will work in a fast-paced, customer-first culture with hybrid work, three days in the office and flexible days otherwise. Strong communication and problem-solving skills are essential.