LMS Technical Support Specialist (Tier 2)

LRN Corporation; United States; Remote; USD 4,700 - 8,400; Full time

Job summary

LRN Corporation is seeking a Technical Support Associate to assist customers using our LMS platform. You will handle inquiries via phone, email, or chat in English, resolve technical issues, and ensure SLA/KPI targets are met.

You will work with a collaborative team and contribute to a growing knowledge base. The role emphasizes clear communication, problem solving, and consistent follow-through as you grow product expertise and support capabilities.

Qualifications

• Bachelor’s degree required.
• 1+ years in customer service 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

Written communication

Verbal communication

Analytical thinking

Self-management

Teamwork

Education

Bachelor’s degree

Job description

LRN Corporation is seeking a Technical Support Associate to assist customers using our LMS platform. You will handle inquiries via phone, email, or chat in English, resolve technical issues, and ensure SLA/KPI targets are met.

You will work with a collaborative team and contribute to a growing knowledge base. The role emphasizes clear communication, problem solving, and consistent follow-through as you grow product expertise and support capabilities.