Technical Support Associate

LRN Corporation; Mumbai; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Excellent medical benefits, including family plan

Paid Time Off (PTO) plus India public holidays

Competitive salary

Combined Onsite and Remote Work

Job summary

A leading ethics and compliance SaaS company in Mumbai is seeking a Technical Support Associate to assist internal and external customers with proprietary applications. The role requires a Bachelor's degree and 1-2 years of customer-facing experience, with a focus on managing operational relationships and ensuring customer satisfaction. Candidates must have excellent English communication skills and familiarity with HTML and CSS. Benefits include medical coverage and a combined onsite and remote work arrangement.

Qualifications

• 1-2 years of experience in a customer-facing role.
• Ability to independently manage operational relationships.
• Extensive experience with enterprise customers in the US and Europe.

Responsibilities

• Provide assistance on all aspects of LRN’s proprietary applications.
• Keep stakeholders updated on the status of requests and projects.
• Manage customer expectations and escalate issues as necessary.
• Document and present product information for customer assistance.

Skills

Excellent communication skills in English

Customer-facing role experience

Familiarity with HTML and CSS

Experience supporting enterprise customers

Experience with Learning Management Systems

Education

Bachelor's degree

Job description

Position: Technical Support Associate

Location: Goregaon, Mumbai

About LRN:

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 is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage.

About the role:

LRN’s L1 support team is at the center of operations. We assist customers with any requests or questions they might have with respect to our product. We also work with customers’ program administrators, stakeholders, and internal customers closely. Our responsibilities include program administrator assistance, meeting our operational SLAs, and providing responses to our customers in a timely and effective manner.

What you'll do:

• Provide assistance to internal and external customers on all aspects of LRN’s proprietary applications (functions include campaign set up, system generated e-mails, system reporting, user data management, and customization) Please note these all are billable activities
• Using defined systems and processes, keep both internal and external stakeholders updated as to 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 forms) product information that will assist customers with the capabilities of LRN's systems
• Maintain quality levels for all work related to customers’ requests
• Ensure there is an ongoing dialog between LRN and each customer with whom the Partner Assistance Centre team member is working
• Perform content using our inhouse tool
• Providing assistance/training to customer point of contracts on LRN’s proprietary tools as well as providing solutions for an enhanced in-depth experience
• Collaborate with peers to discuss unique solutions and to document them
• Perform other duties as assigned

What we're looking for:

• Bachelor’s degree
• 1-2 years of experience in a customer-facing role. We value ability and experience to independently manage operational relationships with enterprise Partners.
• Excellent communication skills in English. This position requires above par skills to write and speak in English.
• Extensive experience in supporting enterprise customers based in US and Europe.
• Experience in a customer facing role in an application support environment.
• Familiarity with HTML and CSS.
• Familiarity with Learning Management Systems

Benefits:

• Excellent medical benefits, including family plan
• Paid Time Off (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.