Technical Support Associate

LRN; Mumbai; Hybrid; INR 600,000 - 800,000; Full time

Benefits offered by this job

Excellent medical benefits, including family plan

PTO plus India public holidays

Competitive salary

Combined onsite and remote work

Job summary

LRN, based in Mumbai, is seeking a Technical Support Associate to assist customers with their proprietary applications. The role is pivotal in providing program administrator assistance and managing operational SLAs while delivering effective customer responses.

The ideal candidate will hold a Bachelor’s Degree and possess 3–4 years of experience in a customer-facing role, with excellent English communication skills and familiarity with HTML/CSS being a plus. Benefits include excellent medical coverage and a competitive salary.

Qualifications

• 3–4 years of experience in a customer-facing role.
• Experience managing operational relationships with enterprise partners.
• Extensive experience supporting enterprise customers in the US and Europe.

Responsibilities

• Provide assistance to internal and external customers on LRN's applications.
• Keep stakeholders updated on the status of call tickets.
• Manage expectations of customers and escalate issues as needed.
• Prepare and present product information for customer assistance.
• Ensure ongoing dialogue with each customer.

Skills

Excellent English communication skills (written and spoken)

Customer-facing experience

Operational relationship management

Familiarity with HTML/CSS

Education

Bachelor's Degree

Tools

Learning Management Systems

Job description

Overview

LRN is the world's leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world's most respected and successful brands—we're proud to be the long-term partner trusted to reduce organizational risk and drive principled performance. Named one of Inc Magazine's 5000 Fastest-Growing Companies, LRN helps organizations turn values into action through a state-of-the-art platform that combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking. Our blend of technology, education, and expert advisement enables organizations to create, manage, deliver, and audit ethics and compliance programs with confidence.

About the role

LRN's L1 support team is at the centre of operations. We assist customers with requests or questions related to our product and work closely with customers' program administrators, stakeholders, and internal customers. Our responsibilities include program administrator assistance, meeting our operational SLAs, and providing timely and effective responses to customers.

Position

Technical Support Associate

Location: Mumbai, India

What you’ll do

• Provide assistance to internal and external customers on all aspects of LRN's proprietary applications, including campaign setup, system-generated emails, system reporting, user data management, and customization. Note: these are billable activities.
• Using defined systems and processes, keep internal and external stakeholders updated on the status of call tickets, requests, projects, and changes.
• 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.
• Prioritize requests based on need and impact; work with internal stakeholders to address priorities.
• Prepare, document, and present (in written and verbal form) product information that assists customers with the capabilities of LRN's systems.
• Maintain quality levels for all work related to customers' requests.
• Ensure ongoing dialogue between LRN and each customer with whom the Partner Assistance Centre team member is working.
• Perform content using our in-house tool.
• Provide assistance/training to customer points of contact on LRN's proprietary tools and offer solutions for an enhanced in-depth experience.
• Collaborate with peers to discuss unique solutions and document them.
• Perform other duties as assigned.

What we're looking for

• Bachelor's Degree
• 3–4 years of experience in a customer-facing role; ability and experience to independently manage operational relationships with enterprise partners
• Excellent English communication skills (written and spoken)
• Extensive experience supporting enterprise customers in the US and Europe
• Good to have skills

Experience in a customer-facing role in an application support environment; familiarity with HTML/CSS; familiarity with Learning Management Systems.

Benefits

• Excellent medical benefits, including family plan
• PTO plus India public holidays
• Competitive salary
• Combined onsite and remote work

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.