Technical Support Representative

LearnUpon Limited; Philadelphia (Philadelphia County); Hybrid; USD 45,000 - 60,000; Full time

Job summary

LearnUpon is seeking a Technical Support Representative for a hybrid role in Philadelphia. The successful candidate will provide technical support, troubleshoot issues, and enhance customer satisfaction in the eLearning industry. Join a global team that values collaboration and continuous improvement.

Benefits

Competitive salary and ESOP

Health insurance and 401k

25 days PTO + wellness day

Supportive team environment and events

Opportunities for career growth

Qualifications

• At least 1 year of experience in a customer-facing support role.
• Strong written and spoken English communication skills.

Responsibilities

• Troubleshoot technical issues and guide customers through migrations.
• Provide technical support via email, phone, and remote sessions.
• Gather feedback for product improvements.

Skills

Customer Service

Problem Solving

Communication

SQL

Proactive Mindset

Tools

Salesforce

Job description

At LearnUpon, we’re seeking a Technical Support Representative to join our team. This is a hybrid role, working 2-3 days per week from LearnUpon's Philadelphia office.

LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution.

With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City, and Sydney, we are a global team with diverse cultures, backgrounds, and experiences that prioritize our customers' experience.

Our culture fosters an open, collaborative, and supportive environment where our accomplishments are celebrated. We live by our values: act like owners, lead with curiosity, and deliver quality. We’re proud of our success and eager to achieve more.

Our Support team aims to deliver unparalleled support in the eLearning industry. You will handle a variety of technical issues and become a trusted partner to our growing customer base.

What will I be doing?

1. Become our Customer's trusted contact by troubleshooting issues and guiding them through migrations and integrations of LearnUpon and their business.
2. Provide technical support via email, phone, and remote sessions.
3. Gather feedback and suggested improvements from customers for the Product and Development teams.
4. Offer value-driven suggestions to help LearnUpon meet expanding LMS needs.

What skills do I need?

1. Excellent customer service skills — empathetic, responsive, and able to explain complex technical topics clearly.
2. A proactive mindset focused on continuous improvement and challenging colleagues constructively.
3. At least 1 year of experience in a customer-facing support role.
4. Experience with SQL for database traversal and information gathering.
5. Strong written and spoken English communication skills.
6. Experience documenting and escalating complex technical issues with attention to detail.

Not required but a big plus

1. Experience with SaaS or working at a SaaS company.
2. Background in eLearning or LMS, familiar with standards like SCORM, Tin Can.
3. Experience collaborating with a global team.
4. Knowledge of Microservices troubleshooting.
5. Familiarity with Linux command line and SSH.
6. Networking knowledge (protocols, DNS, etc.).
7. Experience with APIs and authentication mechanisms.
8. Junior Salesforce administration experience.
9. Knowledge of SSO platforms like Okta, OAuth, Active Directory.
10. Experience building and maintaining internal knowledge bases.
11. Experience guiding customers through data migration projects.

Don’t worry if you don’t tick every box. We’re happy to review applications and consider all experience. We also aim to provide feedback where possible!

Additional Responsibilities

1. Triage and respond to customer queries promptly.
2. Focus interactions on customer results with LearnUpon.
3. Maintain a customer-centric experience aligned with our values.
4. Coordinate with teams like Product and Sales to ensure communication and feedback loops.
5. Proactively reach out at scale and lead outreach initiatives.
6. Participate in team projects to improve practices and impact the company's bottom line.
7. Support internal and external stakeholders, working with the Priority team to meet goals.
8. Identify opportunities for customer expansion.
9. Develop a personal career growth plan with continuous learning.

Skills for Success

1. Motivation and positivity in a fast-changing environment.
2. At least one year of experience in Customer Success or similar.
3. Results-driven with a focus on customer experience.
4. Collaborative and communicative approach.
5. Proactive problem-solving and research skills.
6. Curiosity and aptitude for learning new technologies.
7. Proficiency with Salesforce or similar CRM systems.
8. Creative and analytical thinking skills.
9. Experience working across time zones with a cross-functional team.

Don’t worry if you don’t meet all criteria. We value diverse experiences and are happy to consider all applications.

Preferred but not required

1. Experience in e-learning, edtech, or LMS.
2. Familiarity with CSP tools like Planhat.

Why work with us?

1. Competitive salary and ESOP.
2. Health insurance and 401k.
3. 25 days PTO + wellness day.
4. Supportive team environment and events.
5. Opportunities for career growth.

Hiring Process

Applicants can expect:

1. A 30-minute initial call.
2. Technical interview series.
3. Interview with our COO.
4. Job offer for successful candidates.

LearnUpon is an Equal Opportunities Employer. We do not discriminate based on gender, age, disability, race, religion, or other protected statuses.

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