LMS Technical Support Specialist (Tier 2)

LRN; Manila; On-site; PHP 240,000 - 300,000; Full time

Job summary

LRN is seeking a Technical Support Associate in the Philippines to handle Tier 2 support for our LMS platform. You will communicate in English via email and chat (Zendesk) and manage calls to resolve technical issues, while meeting SLA/KPI targets.

Ideal candidates have a Bachelor's degree and strong written/verbal communication, with a focus on delivering excellent service and collaborating effectively with the team.

Qualifications

• Bachelor’s degree or graduate.
• 1+ years in a customer service role is highly desired but not required.
• Excellent written and verbal communication skills.
• Support experience with an emphasis on providing excellent service.
• Demonstrate critical thinking skills.
• Strong initiative and ability to self-manage.
• Ability to work effectively as a team player is required.

Responsibilities

• Provide Tier 2 support in English through email and chat for customer inquiries using Zendesk, while managing incoming and outgoing calls via the customer service line.
• Research inquiries/requests and confirm customer expectations.
• Effectively manage escalated issues.
• Develop a strong product knowledge base to address inquiries/requests by utilizing the existing knowledge base, reviewing historical records, and self-training to stay updated on product release notes and updates.
• Follow established escalation procedures to assign cases to the appropriate level as needed.
• Demonstrate analytical skills, attention to detail, and consistent follow-through.
• Possess effective interpersonal skills and the ability to work independently as well as collaboratively within a team.

Skills

English communication

Team player

Critical thinking

Self-management

Education

Bachelor’s degree

Tools

Zendesk

Job description

LRN is seeking a Technical Support Associate in the Philippines to handle Tier 2 support for our LMS platform. You will communicate in English via email and chat (Zendesk) and manage calls to resolve technical issues, while meeting SLA/KPI targets.

Ideal candidates have a Bachelor's degree and strong written/verbal communication, with a focus on delivering excellent service and collaborating effectively with the team.