Technical Support Associate - Spanish & English ( Contract)

LRN Corporation; Mumbai; On-site; INR 480,000 - 720,000; Part time

Job summary

LRN is seeking a Technical Support Associate (Contract) based in Mumbai to support Spanish and English language users on our proprietary platform. You will handle campaign setup, reporting, data management, and system customization for enterprise customers in the US and Europe.

The role requires a Bachelor’s degree and 3–4 years of L2/L3 customer-facing experience in application support, with fluency in Spanish and strong English communication.

Qualifications

• Bachelor’s degree required
• 3–4 years of L2/L3 level customer-facing experience in an application support environment
• Proficient in Spanish (written and spoken)
• Excellent English communication
• Experience supporting enterprise customers in US/Europe
• Familiarity with HTML and CSS
• Familiarity with Learning Management Systems
• Proficient in Microsoft Office suite, especially Excel; able to handle CSV files
• Ability to assess Partner requests and ensure successful delivery
• Strong multitasking and customer relationship management skills

Responsibilities

• Provide support to internal and external customers on LRN’s proprietary applications (campaign setup, system emails, reporting, user data management, and customization)
• Update stakeholders on ticket status and project progress using defined systems
• Maintain and update tracking/reporting systems to enable group metrics
• Manage customer expectations and escalate where necessary to protect service quality
• Prepare and present product information to help customers understand system capabilities
• Ensure ongoing dialogue with customers and document unique solutions with peers

Job description

Position: Technical Support Associate – Spanish & English ( Contract)

Location: Mumbai, India

Duration: 6 months

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 Managed Services team is a revenue generating team. We perform activities on customers’ behalf on LRN’s proprietary applications. We also work with customers’ program administrators, stakeholders, and internal customers closely. Our responsibilities include program administrator systems training, program administrator assistance, and responsibility for delivery of minor system configuration and content changes.

What you’ll do:

• Provide support 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)
• Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects, issues, and changes.
• Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and measured.
• 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.
• Serve as an internal advocate for field personnel, as well as external customers. Prioritize requests based on need and impact. Work with internal stakeholders to address priorities.
• Prepare 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 Center team member is working.
• Collaborate with peers to discuss unique solutions and to document them.
• Perform other duties as assigned.

What we’re looking for:

• Bachelor’s Degree
• 3-4 years of L2/L3 level experience in a customer facing role in an application support environment.
• Proficient in Spanish language (Written and spoken)- Mandatory
• 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.
• Familiarity with HTML and CSS.
• Familiarity with Learning Management Systems
• Expertise in Microsoft Office Suite especially in Excel. Should be able to understand and handle CSV files.
• Ability to review a Partner request, and apply the necessary analytical skills to ensure successful delivery of the end product.
• This role will involve direct Partner contact; an ability to work with others who are potentially very frustrated, in a professional manner is mandatory.
• An inherent ability to multitask and manage customer expectations to the satisfaction of all involved parties is critical to the success of the incumbent.
• Ability to consistently spot and report issues before they reach a point of becoming critical.
• A desire to constantly examine issues, looking for the opportunity to improve processes and/or technology.
• Must have an inherent attention to detail

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